2. The Power of
Data Visualization
Dr. Gautham Pallapa
Director of Information Services
West Corporation
April 18, 2016
3. 3
Who is West?
4BTexts, voice alerts,
emails and
notifications
64BVoice minutes
annually
159MConference calls
annually
290M911 calls per year
Market-leader with nearly
30 years of experience,
driving cloud-based
communication solutions
for a connected customer
experience
4. West Services and Solutions
Revenue Generation Health Advocate Cost Management
Conferencing Messaging & Presence Tools Voice & Networking Digital Media Services
IVR & Self-Service Proactive Notifications & Mobility Cloud Contact Center Professional Services
Wireline Mobility Government Solutions
Toll-Free Services Direct Inward Dialing Termination Services
S A F E T Y S E R V I C E S
U N I F I E D C O M M U N I C AT I O N S S E R V I C E S
I N T E R A C T I V E S E R V I C E S
S P E C I A L I Z E D A G E N T S E R V I C E S
T E L E C O M S E R V I C E S
4
5. Solutions Customized By Industry
• Voice Platform
• Speech Services
• Application Development
and Testing
• Multi-Channel Notifications
• SMS Text Conversations
• Campaign Administration
• Preference Management
• Multi-channel Integration and
Routing
• Secure Transactions
• Contact Center Optimization
• Assessments and Design
• Strategic Account Support
• Network Management
and Security
• Business Analytics
IVR & Self-Service
Proactive
Communications & Mobility
Cloud Contact Center
Professional Services
NEARLY
3.5 BILLION
U N I Q U E C O N N E C T I O N S A N N U A L LY
6. 6
Internet of Things
* As a Service (S/P/I)
Smart Devices
Always On
Social Media
User Behavior Change
Data Mining
Driver for Data Visualization
Credit: http://scet.berkeley.edu/big-data-solutions-for-small-firms/
7. Modern equivalent of Visual Communication
• Communicate information clearly and efficiently to users via descriptive
statistics
• Make complex data more accessible, understandable and usable
• Help users analyze and reason about data, evidence, causality, and
relationships
7
Need for Data Visualization
14. Bar Charts are common and versatile charts used for comparison.
Useful because they are so common and information is absorbed quickly.
14
Bar Charts
15. Useful for visualizing numbers of different magnitudes and trend analysis.
15
Area Graphs
23. Process of inspecting, cleaning, transforming, and modeling
• Discover useful information
• Derive meaning
• Identify Patterns
• Establish relationships
• Support decision-making
23
Data Analysis
26. German word for 'pithiness', which means 'concise and meaningful’
More with Less
26
Primary Theme – Pragnanz
27. What are we trying to Visualize?
Any Use Cases?
Prior History/Knowledge?
Assumptions/Constraints
System/Environment
Roles and Responsibilities
27
Identify the following
• Key Performance Indicators / Metrics
• Tools to capture data
• Create the visual
• Tools to Interpret results
• Data Analysis and Inference
• Information Retrieval
• Knowledge Management
How to Tell a Powerful Story
28. Clear and clean visual layouts are better – More with Less
Remove all unnecessary clutter
Lay out data along clean straight lines
Remove or push unnecessary messaging into the background
3D should be used when you have a Z axis
28
Guidelines for Visualization
29. • 2 Resource Days saved for every employee @ Interactive Services (9346 hours)
• 24.5 million lines of TXL logs parsed in Preproduction: 5 Million errors identified
• 4100 Resource Hours saved through Pheme
• 3604 Defects caught to date
29
Example – Value
$1,106,343
saved in 2015
0
100
200
300
400
Requirements
Engineering
Product
Quality
Quality
Assurance
Test
Engineering
Test Lab
Throughput
Initiatives
36. Performance Analysis of a new
Product release
• Release Notes/Changelog
• Prior History/Knowledge
• Assumptions/Constraints
• System/Environment
• Roles and Responsibilities
36
Identify the following
• Key Performance Indicators / Metrics
• Tools to capture data
• Create the visual
• Tools to Interpret results
• Data Analysis and Inference
• Information Retrieval
• Knowledge Management
Specific Example
38. Modern equivalent of Visual Communication
Data Visualization is both an art and a science
Make complex data more accessible, understandable and usable
Help users analyze and reason about data, evidence, causality, and
relationships
More with Less 38
Conclusion