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Succeeding with Customer Interaction Analytics
Driving True Business Value
Paul Beyer – Global Vice President, Analytics
A...
2
Lunch Tickets & Lucky Draws
Please fill in a form, drop at Exit where you can exchange it for a lunch ticket
Note the qu...
3
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Agenda
Introduction and Objectives
Market Int...
4
 Founded in 1999, Silicon Valley
 Stanford Research Int’l, NSA Research
 Pioneered the Speech Analytics industry
Gene...
5
Analysts Praise UTOPY and the Genesys Solution
“Genesys is THE Leader in Global Contact Center Solutions” - Gartner
“UTO...
6
Marquee Customers
7
Recently Signed Speech Analytics Customers
55
© 2012,Genesys Telecommunications Laboratories, Inc.All rights reserved.
8
Today’s Industry Demands
Main Business Needs
 Performance Optimization
 Trends and Agent Behavior
 Operating Metrics ...
9
YOUR Interests and Opportunities (YOUR goals this year?)
© 2012, Genesys Telecommunications Laboratories, Inc. All right...
10
Customer Analytics addressable items
Risk management
Identification validation
Regulatory scripting
Transaction monitor...
11
Survey CRM HRACD CTI IVR VOIP TDMA
Recorded CallsCall Session Data Structured Data
Email
Chat
SMS
Text Interactions
Soc...
Speech Analytics Overview
13
Your
Company
Your
Customer
{per year}
75,000 Tweets
50,000 Mentions
10,000 Complaints
15,000,000 Calls
250,000 Emails
1...
14
Customer
Care
Workforce
Optimization
(WFO)
Improve Agent Efficiency
Increase Sales Opportunities
Reduce Customer Churn
...
15
Traditional Workforce Optimization
Historical Reports
Customer Surveys
Random
Sampling
Call
Recordings
16
Recorded Calls
Connectors
Verint Etc…NICE
Text Interactions
Email Chat
Social
Media
Quality Management Coaching
Analyti...
17
Conversation
Processing
Conversation
Analytics
Call
Recordings
Workforce Optimization Driven by Analytics
Workforce
Opt...
18
Analytics-Driven Workflows
CloudOn-Premise Hybrid
Routing
Mobile
WFO
Desktop
Social
Engagement
Collaboration
IVR
Campai...
Speech Analytics 101:
Available Technologies
…and the Genesys Difference
20
book morning now they i help you can the
billing question they tick two the provider
sure put transferring flue cow ple...
21
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Data Reliability and Business Impact
Phrase-...
22
Search
Discovery
Three Main Use Cases
Categorization
23
Speech
to Text
Search
managerRecorded
Conversations
Text
Analytics
Your
Company
Your
Customer
24
Automatic Discovery
I got the new phone
model…it seems to be
dropping calls frequently…
I upgraded my account to
a fami...
25
Categorization
• Customer
Dissatisfaction
• Contact Reason
• Where’s My Stuff?
• Billing Issue
• Etc…..
Topic Mapped Ph...
Solution Demonstration
(So Is this thing REAL???) 
27
Customer Case Studies
Saved $4 Million by automating its Quality Processes
Automated Quality/compliance and reduced lab...
28
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Why (Genesys) Speech Analytics in YOUR Busin...
29
ROI and Clear Business Benefits
Superior
Technology
Impactful
Products & Workflows
• Analytics Driven
• Unified
Results...
30
Next Steps and Q & A
31
thank
you
Paul.beyer@genesys.com
+1 (760) 835-1905 (mobile) EST
Paul Beyer - Global Vice President, Analytics
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Succeeding with Customer Interaction Analytics

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Succeeding with Customer Interaction Analytics - Driving True Business Value

Paul Beyer – Global Vice President, Analytics April 2014 CCMG

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Succeeding with Customer Interaction Analytics

  1. 1. Succeeding with Customer Interaction Analytics Driving True Business Value Paul Beyer – Global Vice President, Analytics April 2014 CCMG © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  2. 2. 2 Lunch Tickets & Lucky Draws Please fill in a form, drop at Exit where you can exchange it for a lunch ticket Note the question about the Genesys (Utopy) patent…the answer will be revealed shortly. Take note as a correct answer will stand the chance of winning a sparkling refreshment set! Finally drop your business card at the Genesys & Anana stand in the Pavillion to be part of this evening’s lucky draw …..
  3. 3. 3 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Agenda Introduction and Objectives Market Interests & Opportunities Analytics - Approach & Solution Solution Demonstration Q&A and Next Steps Appendix: Detailed Case Studies
  4. 4. 4  Founded in 1999, Silicon Valley  Stanford Research Int’l, NSA Research  Pioneered the Speech Analytics industry Genesys Speech Analytics Based on UTOPY “UTOPY was named the ‘Best Technology Solutions Provider’ in the 2010, 2011, 2012 and 2013 Call Center Week Excellence Awards”
  5. 5. 5 Analysts Praise UTOPY and the Genesys Solution “Genesys is THE Leader in Global Contact Center Solutions” - Gartner “UTOPY pioneered the successful deployment of speech analytics and remains an acknowledged leader.” – PELORUS Group “Genesys continues to raise the bar with its innovative solutions that deliver immediate results.” – Frost & Sullivan “The Speech Analytics by Genesys has a serious level of science to understanding speech for improving customer insight & interactions.” - Ventana Research “Genesys’ solutions understand and predict customer behavior in ways never before possible.” - Datamonitor “Genesys is leading a new charge in Performance Management through its turnkey, closed-loop, KPI-driven solution” - Frost and Sullivan “The use of viable speech analytics tools can turn what was a necessary overhead into a strategic goldmine.” – Gartner “Genesys’ domain expertise and laser focus on Speech Analytics are key differentiators in helping customers attain significant business benefits within a relatively short period of time.” – Frost & Sullivan
  6. 6. 6 Marquee Customers
  7. 7. 7 Recently Signed Speech Analytics Customers 55 © 2012,Genesys Telecommunications Laboratories, Inc.All rights reserved.
  8. 8. 8 Today’s Industry Demands Main Business Needs  Performance Optimization  Trends and Agent Behavior  Operating Metrics (FCR, AHT)  Lifetime Customer Value  Sell/Up-sell  Customer Retention  Customer Experience  Optimize service delivery (process; channel)  CSAT/NPS Impact (complaints mgmt)  VoC and Quality  Compliance and Regulation  Review – Verify – Confirm/Audit  Regulatory Management
  9. 9. 9 YOUR Interests and Opportunities (YOUR goals this year?) © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.  ???  ???  ???  ??? ….what’s going to help make the difference for YOU?
  10. 10. 10 Customer Analytics addressable items Risk management Identification validation Regulatory scripting Transaction monitoring Automated analysis Labor analysis reduction Direct risk alerts Dispute analysis Data protection End to end interaction view Satisfaction monitoring Dissatisfaction alerts Satisfaction vs. Products Satisfaction vs. Feedback Agent empathy / probing Solidness in solving requests Churn reduction tactics Customer efforts Service vs. retention Promotions vs. feedback Interaction handling Knowledge skills Skill usage/timing Silence/hold times Call back detection Self service topics Targeted coaching Quality scoring Coaching sessions Best practice sharing Regulatory Satisfaction Performance
  11. 11. 11 Survey CRM HRACD CTI IVR VOIP TDMA Recorded CallsCall Session Data Structured Data Email Chat SMS Text Interactions Social Conversation Driven WFO and VOC Speech Analytics Product Overview Sales Improvement First Call Resolution Call Volume Reduction Customer Satisfaction Collections Optimization Handle Time Optimization Compliance Management Customer Retention Genesys Connectors Conversation Data Genesys Conversation Analytics Platform Applications Personalized Dashboards Reporting Analytics Tools Search Quality Management Coaching Speech Analytics Text Analytics
  12. 12. Speech Analytics Overview
  13. 13. 13 Your Company Your Customer {per year} 75,000 Tweets 50,000 Mentions 10,000 Complaints 15,000,000 Calls 250,000 Emails 180,000 Chats Too Many Conversations to Review Manually
  14. 14. 14 Customer Care Workforce Optimization (WFO) Improve Agent Efficiency Increase Sales Opportunities Reduce Customer Churn Act on Customer Feedback Optimize Compliance Opportunities Are Hidden in Conversations Your Company Your Customer Contact Center Manager Supervisor Customer Service Rep VP Customer Care VP Marketing VP Product Mgmt.
  15. 15. 15 Traditional Workforce Optimization Historical Reports Customer Surveys Random Sampling Call Recordings
  16. 16. 16 Recorded Calls Connectors Verint Etc…NICE Text Interactions Email Chat Social Media Quality Management Coaching Analytics-Driven Applications Closing the Gaps in the Evaluation Process Speech Analytics Text Analytics Cross-Channel Conversation Understanding
  17. 17. 17 Conversation Processing Conversation Analytics Call Recordings Workforce Optimization Driven by Analytics Workforce Optimization Conversation Understanding
  18. 18. 18 Analytics-Driven Workflows CloudOn-Premise Hybrid Routing Mobile WFO Desktop Social Engagement Collaboration IVR Campaigns Web SMS
  19. 19. Speech Analytics 101: Available Technologies …and the Genesys Difference
  20. 20. 20 book morning now they i help you can the billing question they tick two the provider sure put transferring flue cow please hold book morning now they i help you can the billing question they tick two the provider sure put transferring flue cow please hold good morning. how may i help you. i have a billing question. may i speak to a supervisor. sure i am transferring you right now please hold. Phonetics Speech to Text (LVCSR) Speech-to-Phrase Recognition™ g o k b u r n n g h o q w y i h u l k you i h e v e a b I k l I n q e e t I y o n w a y i s t e a t o a supervisor s h u r i a w t r n h f h r r z n g y u h r I w h t f o q e hold g o k b u r n n g h o q w y i h u l k you i h e v e a b I k l I n q e e t I y o n w a y i s t e a t o a supervisor s h u r i a w t r n h f h r r z n g y u h r I w l e a q e hold how may I help youhow may I help you I have a billing question how may I help you I have a billing question May I speak to a supervisor how may I help you I have a billing question May I speak to a supervisor I am transferring you book morning how may I help you I have a billing question May I speak to a supervisor sure I am transferring you please hold + Speech to Text (LVCSR) The “Truth” (what was actually said during the conversation) Three Approaches to Speech Analytics
  21. 21. 21 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Data Reliability and Business Impact Phrase-Based Deliberate Listening Speech-to- Text Phonetic Unit of Speech Recognition Phrase Word Phoneme Tuned to the same high accuracy (80-90 %), what is the detection rate? Detection 70%-80%+ 10%-30% 5%-15% Two Critical Parameters: Accuracy: The % of results that were correct. Detection Rate: The % of actual events found by the system.
  22. 22. 22 Search Discovery Three Main Use Cases Categorization
  23. 23. 23 Speech to Text Search managerRecorded Conversations Text Analytics Your Company Your Customer
  24. 24. 24 Automatic Discovery I got the new phone model…it seems to be dropping calls frequently… I upgraded my account to a family plan because of the recent promotion on the family plan…….. I’m having trouble with my phone….the data service works fine but my new phone seems to drop calls…you guys should have thought of that sooner I just recently bought the newest phone model…..the video camera is great…the internet service has been spotty…my new phone has been dropping a lot of calls… Movers and Shakers Term Percent Change new phone dropping calls one month free they’re overcharging me recent tv advertisement broken product in mail cancel my account trouble with form on website 376.1% 25.8% 5.8% -8.6% -18.6% -21.3% -23.5% Discovery Analytics Speech to Text Recorded Conversations Text Analytics Your Company Your Customer
  25. 25. 25 Categorization • Customer Dissatisfaction • Contact Reason • Where’s My Stuff? • Billing Issue • Etc….. Topic Mapped Phrases • I’m very upset • This is ridiculous! • That is poor customer service Customer Dissatisfaction Where’s My Stuff? • I haven’t received this shipment • I should’ve received yesterday • Where’s my order? Billing Issue • I have a question about my bill • Why am I being charged for…. • You’re overcharging me
  26. 26. Solution Demonstration (So Is this thing REAL???) 
  27. 27. 27 Customer Case Studies Saved $4 Million by automating its Quality Processes Automated Quality/compliance and reduced labor costs by 85% Increased Revenues by more than 20% Improved FCR by more than 18% Increased Sales Conversion by 41% Improved Collections by 24% Increased Net Promoter Score by 10% Reduced AHT by 12%, while exceeding CSAT and IR goals
  28. 28. 28 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Why (Genesys) Speech Analytics in YOUR Business? 1. Business/Strategic decisions to be made require reliable and precise insights 2. Operational usage should have a focus on improvements, successes, trends and customer feedback 3. Capabilities to detect the end to end experience in various routing strategies 4. Found results require different types of actionable items to execute to Routing and WFO components 5. Detecting interaction context with a precise methodology and accurate detection rates 6. KPI strategic approach , What needs to be found is key to improve and optimize 7. Big data analysis requires a open approach to pull or push data across the enterprise we do support 8. More then a decade of deep engineering and development ,resulted in leading technology 9. Measure what you know about and get insights on area's you want to know about 10. Analytics is fundamental for managing Experience and Business Performance
  29. 29. 29 ROI and Clear Business Benefits Superior Technology Impactful Products & Workflows • Analytics Driven • Unified Results Driven People & Solutions • Methodology • KPI Focused Lower TCO ROI Superior Technology Impactful Products & Workflows • Analytics Driven • Unified Results Driven People & Solutions • Methodology • KPI Focused Lower TCO
  30. 30. 30 Next Steps and Q & A
  31. 31. 31 thank you Paul.beyer@genesys.com +1 (760) 835-1905 (mobile) EST Paul Beyer - Global Vice President, Analytics

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