Bill McGuire of Voci and Chris Danson of Mattersight lead a discussion on the advances of voice transcription technology in the call center during Customer Love Day at Call to Loyalty 2016.

1. Loud and Clear
The Transformative Power of State-of-the-
Art Transcription
Chris Danson
Bill McGuire

2. #call2loyalty
Introducing the Mattersight
and VOCI Strategic
Partnership

3. #call2loyalty
Survey Fatigue Is Real
OpenTable: Recent Dining Experience
Fidelity: What’s Going On In Your Life?
Bing: Tell Us What You Think About Searching Online

4. #call2loyalty
Why Survey When You Have Entire Conversation?
• Calls
• Avg. 250,000 calls per day
• 4 minutes active customer speech
• 650 words per call
• 162 million words from calls
• Surveys
• 3% survey response
• 9,000 responses per day
• 208 words per survey
• 187,000 words from surveys

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Accurate Voice Key To Trending Topics
Identifying contents and prevalence of multiword topics present in conversation in an unsupervised way.

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And Powering Advanced Analytics and Services
What can we do with Voci?
Improved
Compliance Risk
Scoring
Improved Process
Adherence
Better Predictive
Modelling
Enable Advanced Analytics
Insights by Topic
Modelling and Topic
Trending
Best-in-class security
scrubbing
Confidently feed data
marts and lakes

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Why Mattersight Partnering with VOCI?
Accuracy
80%+ achievable
Full punctuation &
emotion
Enable state of the
art analytics
Speed
>100x Real Time
operation
High capacity for
batch & real time
Scale for entire
enterprise
Business Value
100% of audio
insights
PCI call cleansing
Open system to
Remove stovepipes

9. #call2loyalty
VOCI Company Overview
 Voci’s mission is to enable
enterprises to extract actionable
intelligence from their voice data
 We are the world leader in
hardware accelerated exploitation
of voice data
 We provide the world’s most
accurate, lowest latency and
highest performance platform to
speed discovery of insights that
improve customer experience

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VOCI Value Proposition
insights out.
speech in.
 Voci enables homogeneous, best in class analytics solution that provides
the 360 degree Voice of the Customer view that our clients seek
 Open system approach supports any recorder platform as input, outputs
to analytics strategy of choice
text
insights out.
text in.

11. #call2loyalty
How to Engage
• Capabilities
• Bill McGuire onsite from Voci throughout the event
• Analytics & Mattersight’s Vision w/Voci
• Chris Danson and Andy Traba onsite throughout the event

12. #call2loyalty
Chris Danson
Chris.Danson@mattersight.com
Bill McGuire
Bill.McGuire@vocitec.com