Telecom big data call center analytics

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Telecom big data call center analytics

  1. 1. TELECOM CALL CENTER ANALYTICS
  2. 2. Call Center analyticsco tly and comple
  3. 3. Call Center analyticsco tly and comple Real time • Handling over billions events a day in a very low latency, high availability implementation and perform predictions
  4. 4. WOW Factors
  5. 5. WOW Factors Real time • Appropriate action • Massive scalability, availability • What is likelihood of something happening? • Understand the context-Tele,Soci0…. • Derive experiences Customers • Add Retain Grow
  6. 6. Metric scores Policies procedures % within seconds Occupancy rate First contact resolution Customer surveys Opinions Quality Customer Productivity experience Up-sell/Cross-sell New customers Incremental revenues Social Media Monitoring Listening Sentiment Sales KPI’s Resources Value R&D Marketing Agent First call resolution Occupancy Utilization Operations Customer growth Retention Insights Competition Broken operations Corporate service chain issues
  7. 7. In a Nutshell
  8. 8. Machine learning Natural Language Processing Semantics Knowledge base Insights Rules Inference Reasoning Events Reports Dash boards Ontologies Actions Transformation Integration bus Data pool Structure/Semi/Unstructured Speech , IVR, Chat ,Social…. Multi channels CRM Other system Network BI In a Nutshell Predictions
  9. 9. Quality
  10. 10. Quality
  11. 11. Productivity
  12. 12. Productivity
  13. 13. Customer experience
  14. 14. Customer experience
  15. 15. Sales
  16. 16. Sales
  17. 17. Marketing
  18. 18. Marketing
  19. 19. Operations
  20. 20. Operations
  21. 21. Agent Utilization
  22. 22. Agent Utilization
  23. 23. R&D
  24. 24. R&D
  25. 25. Social Media Sentiment Influence Discovery
  26. 26. Social Media Sentiment Influence Discovery
  27. 27. Semantic Queries
  28. 28. Semantic Queries
  29. 29. REPORTS-Predictions Probability of call motivation
  30. 30. Benefits
  31. 31. Thank you. Deva Reddy Evam technologies deva@evamtec.com

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