Analytics for Unified Customer Experience Management


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It can be very challenging to manage multi-channel, multi-site, multi-shift and multi-business customer service delivery operations to deliver high quality customer experience consistently irrespective of the channel of contact. The volume of data to be analyzed makes it even more challenging to measure, monitor and improve the customer experience and satisfaction.

Unified Customer Experience Analytics (CEA) framework from Metrica Systems is an end to end customer experience intelligence solution. It collects, integrates and analyzes customer interactions data from various customer touch points such as Contact Center, IVR, CRM, Website, Back-office and Social Media to discover the actionable insights from customer interactions.

Through Unified CEA framework, the customer experience can be monitored at an aggregate, cluster or an individual customer level. Various dashboards and traffic flow diagrams highlight the actionable items that require immediate attention to improve customer experience holistically.

Benefits of Unified Customer Experience Analytics solution are:
Better Control over Cross-channel Customer Contact Experience
Improved Contact Center Operational Efficiency
- Increase in agent productivity by 5 to 10%
- Improvement in supervisor effectiveness by 10 to 20%
- Reduction in MIS costs by up to 60%
Higher Self-service Effectiveness
- Increase in self-service completion rate by 2 to 5%
Differentiated Brand Experience, Enhanced Customer Loyalty and Revenue

Published in: Technology, Business

Analytics for Unified Customer Experience Management

  1. 1. Unified Performance Management and Customer Experience Analytics Solution
  2. 2. Metrica Customer Experience Analytics Solutions • Multi-channel Analytics − Contact Center, IVR, Service Portal, Social Media & CRM Analytics • Real-time Service Monitoring • Agent Desktop Activity Analytics • Social Media and Voice of Customer Analytics • Outsourcing Partner Performance Management Customer Journey Maps Dashboards KPIs / Goals / Metrics Cradle To Grave Analytics Unified Reports Advanced Reports IVR Visuals Cross-channel Views Role-based Views Solutions to Measure & Improve 360o Customer Experience!
  3. 3. Metrica Analytics Unified Analytics Unified Performance Management + Cross-channel Analytics
  4. 4. Holistic Service Experience Improvement Key Business Result Areas Tools to Drive Your Customer Satisfaction and Operational Efficiency!
  5. 5. Business Benefits • Superior Customer Contact Experience • Improved Contact Center Operational Efficiency − Increase in agent productivity by 5 to10% − Improvement in supervisor effectiveness by 10 to 20% − Reduction in MIS costs by up to 60% • Higher IVR and Web Self-service Effectiveness − Increase in self-service completion rate by 2 to 5% • Outsourcing Partners Performance & Relationship Management • Enhanced Customer Loyalty and Revenues Achieve Service Excellence!
  6. 6. Metrica Solution Differentiators • Unified Customer Experience Management System − Cross-channel analytics − Cradle to Grave Reporting • Channel and Vendor Agnostic Solution − Contact Center, IVR, Social Media, Web & Back-office Analytics − Integration with Avaya, Cisco, Genesys, Siemens, Aspect, Siebel and others − Integration with the critical systems - ACD, IVR, Dialer, QM , WFM & CRM • Multi-tenant Capability for Cloud Deployments • Real-time Performance Management • Customizability & Cost effectiveness No More Silos. One Portal. One View
  7. 7. Ecosystem Partners
  8. 8. Solution Packages
  9. 9. Contact Center Business Intelligence Unified Operational Analytics Solution • Contact Center Performance Management (CCPM) − 3600 Scorecard for agents, teams, sites and business units − Integrated View of ACD, Dialer, CRM, WFM, QM, Training, HR and Survey Metrics/KPIs − Inbound, Outbound & Back-office Solutions • Standard Metrics − Volumes of calls/cases handled, AHT, Sales/Revenue – SPH/SPD, CPH,TAT, Login hours, Conversion, Contact Rate, number of agents on the floor • Customized Metrics (Business Specific) − First time resolution rate, Schedule adherence, Revenue & Cost Analysis • Quality Metrics − QM Forms and Fatal & Non-fatal error Analysis • Multi-dimensional Reports − Process, Site, Team, Agent & Date-wise drill-down / slice & dice of reports • Executive Dashboards − KPIs, Goals and Scorecards
  10. 10. Contact Center Business Intelligence Unified Operational Analytics Solution (Contd…) Unified View of Call, Quality, Training, WFM, FCR, Survey, Revenue & other Metrics 3600 Metrics Repository for ‘drag & drop’ KPI Trend Analysis Self-configurable Executive Dashboard 360o Scorecard for Agents, Teams, Sites and Business Units !
  11. 11. IVR Effectiveness Analytics Self-service Improvement Solution Individual IVR Call Menu Path Analysis IVR Customer Experience Visualization Aggregate IVR Calls Menu Path Analysis Problem Area: Quick Time-out Problem Area: Too many back & forth menu selections
  12. 12. Cross-channel Strategy Planning Cradle to Grave Analytics Solution 30 mins < 1 min Consulting / escalation 30 mins Understand Customer’s Channel Preferences To Retain Them!
  13. 13. Real-time Customer Experience Management Plasma Screen Display Solution for Command Centers
  14. 14. Desktop Analytics Agent Activity Tracking Solution • CRM and other Applications Usage Monitoring • Agent Training Requirements Analysis • Agent Productivity Analysis
  15. 15. Voice of Customer Analytics Social Media Aggregation & CRM Solution • Aggregation of Social Media Messages and Response Management • Customer Sentiment Analytics Across Contact Channels
  16. 16. Mobile Analytics for Contact Center Executives Dashboards for Tablets and Smartphones iPad Android Decision While on the Move is the New Standard!
  17. 17. Products & Technical Architecture
  18. 18. Products Suite For Unified Customer Experience Analytics Product Applications • CenterWorks VoiceWorks FloWorks • • • • • Inbound & Outbound Contact Center Performance Mgmt Cradle to Grave Reporting Strategy Planning Real-time Performance Mgmt Outsourcing Partners Mgmt Social Media Key Result Area Customer Experience & Contact Center Efficiency IVR Self-service Analytics Customer Experience & Self-service Effectiveness Back-office Workflow Efficiency in Paper & Email based customer Interactions
  19. 19. Metrica Solution Ecosystem ACD IVR Dialer QM MIS Tools Handheld CCPM IVR Analytics Plasma/LCD MetricaMart Service Portal CenterWorks Unified Analytics Engine Back-office WFM CRM/ ERP Users Sr. Management Email/ Chat SMS, Social Media Modules Plasma TV Sentiment Analytics Business Analysts  Managers  Marketing Staff  Quality Execs  CSR (Agent)  Supervisors  Technology Teams  Clients / Partners Real-time Dashboards Customer Service Systems Silos Metrica Unified Customer Experience Analytics Platform
  20. 20. Case Study - Telco 22 IVRs 6 Dialers 70 VoIP Gateways 3 Quality Systems 4 Contact Centers 22 Campaign Managers Metrica Unified Analytics Platform Users Sr. Management Business Analysts  Managers  Marketing Staff  Quality Execs CRM  CSR (Agent) Business Benefits • Self-service effectiveness up by around 3% 125+ Back-end Systems • Agent productivity up by around 5% • MIS costs down by 80% • Better outsourcing partner performance & relationship • Overall improvement in CSAT & operational efficiency  Supervisors  Technology Teams  Clients / Partners
  21. 21. Key Customers • An Emerging Mobile Telco – A Top Consumer Brand in India • Fortune 50 Company • Top French Technology Company • Mobile Telco – Indian Subsidiary of one of the largest Mobile Telcos in the world A Top-tier South African Telco
  22. 22. Contact Us Ayappane.D Bangalore, India +91 99801 63661