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Tyra HattersleySpeech Analytics Engineer
Creating a Whole New Customer Experience… For Each Customer, Every Time                      From Simple “Reaction”Right M...
Improving Customer Experience Speech Analytics - Search, Listen, Analyze and Take Action1. Turn business   objectives into...
Improve Contact Center Performance  The Customer   EMEA Government Tax Branch  The Situation   Seeking 100% Call Monitor...
Performance Enhancing BI for Debt Recovery The Customer  Large Debt Recovery Agency The Situation  Required 100% analysi...
Improve Sales Conversion Cost The Customer  World wide EMEA based travel retailer The Situation  Looking to minimize cos...
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Avaya Speech Analytics: 3 Case Studies (Enterprise Connect 2013)

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Avaya Speech Analytics: 3 Case Studies (Enterprise Connect 2013)

  1. 1. Tyra HattersleySpeech Analytics Engineer
  2. 2. Creating a Whole New Customer Experience… For Each Customer, Every Time From Simple “Reaction”Right Media, …to Proactive, Dynamic,Right Time Personalized Experience “Customer Experience Management; From Silo’d Interactions…Managing customer relationships as strategic assets,Enterprise wide …to Connected, AlignedEngagement converting satisfied customers to loyal customers, Resources, Functions, and loyal customers to brand advocates.” and Processes From Basic Understanding…Actionable …to KnowingInsight Preferences, Value, Current Situation... and Acting on It 2
  3. 3. Improving Customer Experience Speech Analytics - Search, Listen, Analyze and Take Action1. Turn business objectives into searches • Search key phrases • Call drivers for repeat calls2. Review and tag search results • Driver established • Located repeat calls3. Collect, upload and analyse • Root causes analysis • Product and Agent4. Take action on business intelligence • Address operational challenges, policies, revenue opportunities 3
  4. 4. Improve Contact Center Performance The Customer  EMEA Government Tax Branch The Situation  Seeking 100% Call Monitoring High and Increasing Call Volumes  16% of inbound calls could be eliminated  23% moved to self-serve The Outcome  Revised content of physical customer material and developed messaging specific to top 5 call categories  Updated website content and added FAQ page 4
  5. 5. Performance Enhancing BI for Debt Recovery The Customer  Large Debt Recovery Agency The Situation  Required 100% analysis of all recorded conversations to ensure regulatory compliance The Outcome  Significant improvements in locating agents with performance issues in correctly stating phrases  Demonstrated improved effectiveness in locating violations by 500%  Improve Promise to Pay rates and increase actual collections revenue and rates, through the optimisation of agent behaviours and the implementation of successful strategies.  Lower the risk of regulatory failure by ensuring right party contact, DPA plus other mandatory statements are communicated and therefore reducing financial losses through fines or compensation. 5
  6. 6. Improve Sales Conversion Cost The Customer  World wide EMEA based travel retailer The Situation  Looking to minimize cost per booking Web site generated calls high  60% of bookings complete on web  Below industry average performance  ~4500 calls / wk related to website.  Average cost per call $5.05 The Outcome  Root cause analysis on diverted web bookings reveals top causes for failure to complete on web.  Implementing web enhancements generates an increase in successful web outcomes reducing cost of conversion. 6

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