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Telecom big data call center analytics

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  • Telecom call center intelligent analytics: big data + deep learning =more benefits+ much value
  • Transcript

    • 1. TELECOM CALL CENTER ANALYTICS
    • 2. Call Center analyticsco tly and comple
    • 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. WOW Factors
    • 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. 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. In a Nutshell
    • 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. Quality
    • 10. Quality
    • 11. Productivity
    • 12. Productivity
    • 13. Customer experience
    • 14. Customer experience
    • 15. Sales
    • 16. Sales
    • 17. Marketing
    • 18. Marketing
    • 19. Operations
    • 20. Operations
    • 21. Agent Utilization
    • 22. Agent Utilization
    • 23. R&D
    • 24. R&D
    • 25. Social Media Sentiment Influence Discovery
    • 26. Social Media Sentiment Influence Discovery
    • 27. Semantic Queries
    • 28. Semantic Queries
    • 29. REPORTS-Predictions Probability of call motivation
    • 30. Benefits
    • 31. Thank you. Deva Reddy Evam technologies deva@evamtec.com