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

32. Thank you.
Deva Reddy
Evam technologies
deva@evamtec.com