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IMPROVING OUR CUSTOMERS' EXPERIENCE
& ENHANCING EMPLOYEE EMPOWERMENT
THROUGH UNISYS ADVANCED DATA ANALYTICS
LEADERSHIP
EMPOWERMENT
ENHANCED
EFFICIENCY/EFFECTIVENESS
BETTER VISIBILITY
FOR INFORMED
LEADERSHIP DECISIONS
EMPLOYEE
EMPO...
LEADERSHIP
EMPOWERMENT
ENHANCED
EFFICIENCY/EFFECTIVENESS
BETTER VISIBILITY
FOR INFORMED
LEADERSHIP DECISIONS
EMPLOYEE
EMPO...
LEADERSHIP
EMPOWERMENT
ENHANCED
EFFICIENCY/EFFECTIVENESS
BETTER VISIBILITY
FOR INFORMED
LEADERSHIP DECISIONS
EMPLOYEE
EMPO...
CUSTOMER EXPERIENCE MANAGEMENT
OPERATIONS MANAGEMENT
CONTINUOUS PROCESS IMPROVEMENT
ONE SINGLE POINT OF TRUTH
Data from Cu...
CUSTOMER EXPERIENCE MANAGEMENT
OPERATIONS MANAGEMENT
CONTINUOUS PROCESS IMPROVEMENT
ONE SINGLE POINT OF TRUTH
Data from Cu...
FOR MORE INFORMATION VISIT
www.LinkedIn.com/company/Unisys-Advanced-Analytics
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Unisys Client 360

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IMPROVING OUR CLIENTS' EXPERIENCE & ENHANCING EMPLOYEE EMPOWERMENT THROUGH UNISYS ADVANCED DATA ANALYTICS

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Unisys Client 360

  1. 1. IMPROVING OUR CUSTOMERS' EXPERIENCE & ENHANCING EMPLOYEE EMPOWERMENT THROUGH UNISYS ADVANCED DATA ANALYTICS
  2. 2. LEADERSHIP EMPOWERMENT ENHANCED EFFICIENCY/EFFECTIVENESS BETTER VISIBILITY FOR INFORMED LEADERSHIP DECISIONS EMPLOYEE EMPOWERMENT TRAINING EDUCATION DEVELOPMENT CUSTOMER EXPERIENCE MANAGEMENT OPERATIONS MANAGEMENT CONTINUOUS PROCESS IMPROVEMENT ONE SINGLE POINT OF TRUTH Data from Customer Experience Channels feeds into Data Lake Social, Weather, Traffic, Stock Market, etc. ENTERPRISE CONTACT CENTER OPERATIONAL HUB DATA LAKE* NEAR REAL-TIME ANALYTICS EXTERNAL DATA FEED* CUSTOMER IS AT THE CORE OF THE EXPERIENCE 3 60° VIEW OF THE CUSTOM ER ACTI ONABLEINSIGHTS IMPROVED CUSTO M ER EXPERIENCE•• DIGITALBENEFI TS & SERVICES SOC IAL MEDIA CONTACTCEN TER/CALL CENTER Data is collected and analyzed for a holistic view of the customer. DASHBOARD • Sentiment Analysis • Client Churn • Predictive Analysis The customer should always be at the core of your customer experience. Unisys Advanced Analytics helps our clients achieve a 360-degree view of their customers to enhance the customer experience, better-manage operations and continuously improve processes.
  3. 3. LEADERSHIP EMPOWERMENT ENHANCED EFFICIENCY/EFFECTIVENESS BETTER VISIBILITY FOR INFORMED LEADERSHIP DECISIONS EMPLOYEE EMPOWERMENT TRAINING EDUCATION DEVELOPMENT CUSTOMER EXPERIENCE MANAGEMENT OPERATIONS MANAGEMENT CONTINUOUS PROCESS IMPROVEMENT ONE SINGLE POINT OF TRUTH ENTERPRISE CONTACT CENTER OPERATIONAL HUB DATA LAKE* NEAR REAL-TIME ANALYTICS CUSTOMER IS AT THE CORE OF THE EXPERIENCE 3 60° VIEW OF THE CUSTOM ER Data is collected and analyzed for a holistic view of the customer. DASHBOARD • Sentiment Analysis • Client Churn • Predictive Analysis In today’s era of digital business, there are endless and evolving sources of rich customer experience data. Whether it originates in your contact centers, digital channels, in-person customer interactions or social media, be sure you are effectively capturing data from across the customer experience and feeding it into a centralized data repository where it can be analyzed. Data from Customer Experience Channels feeds into Data Lake Social, Weather, Traffic, Stock Market, etc. EXTERNAL DATA FEED* DIGITALBENEFI TS & SERVICES SOC IAL MEDIA CONTACTCEN TER/CALL CENTER ACTI ONABLEINSIGHTS IMPROVED CUSTO M ER EXPERIENCE••
  4. 4. LEADERSHIP EMPOWERMENT ENHANCED EFFICIENCY/EFFECTIVENESS BETTER VISIBILITY FOR INFORMED LEADERSHIP DECISIONS EMPLOYEE EMPOWERMENT TRAINING EDUCATION DEVELOPMENT CUSTOMER EXPERIENCE MANAGEMENT OPERATIONS MANAGEMENT CONTINUOUS PROCESS IMPROVEMENT ONE SINGLE POINT OF TRUTH Data from Customer Experience Channels feeds into Data Lake Social, Weather, Traffic, Stock Market, etc. ENTERPRISE CONTACT CENTER OPERATIONAL HUB DATA LAKE* NEAR REAL-TIME ANALYTICS EXTERNAL DATA FEED* CUSTOMER IS AT THE CORE OF THE EXPERIENCE 3 60° VIEW OF THE CUSTOM ER ACTI ONABLEINSIGHTS IMPROVED CUSTO M ER EXPERIENCE•• DIGITALBENEFI TS & SERVICES SOC IAL MEDIA CONTACTCEN TER/CALL CENTER Data is collected and analyzed for a holistic view of the customer. DASHBOARD • Sentiment Analysis • Client Churn • Predictive Analysis DIGITALBENEFI TS & SERVICES SOC IAL MEDIA CONTACTCEN TER/CALL CENTER It is important to build a seamless and personalized experience across all your customer touch-points. Unisys Advanced Analytics helps to achieve this for our customers with three Uniquely Unisys Capabilities: • Persona Driven – A personalized and proactive experience for customers • Sensor Instrumented Apps – Enhance navigation, increase ease of use, improve user experiences • Beacon Buddy – Better facility navigation and customer communication for gratifying in-person experiences
  5. 5. CUSTOMER EXPERIENCE MANAGEMENT OPERATIONS MANAGEMENT CONTINUOUS PROCESS IMPROVEMENT ONE SINGLE POINT OF TRUTH Data from Customer Experience Channels feeds into Data Lake Social, Weather, Traffic, Stock Market, etc. ENTERPRISE CONTACT CENTER OPERATIONAL HUB DATA LAKE* NEAR REAL-TIME ANALYTICS EXTERNAL DATA FEED* CUSTOMER IS AT THE CORE OF THE EXPERIENCE 3 60° VIEW OF THE CUSTOM ER DIGITALBENEFI TS & SERVICES SOC IAL MEDIA CONTACTCEN TER/CALL CENTER Data is collected and analyzed for a holistic view of the customer. DASHBOARD • Sentiment Analysis • Client Churn • Predictive Analysis Enterprise Content Center Operational Hubs are where your customer experience data is collected and analyzed to achieve a holistic view of the customer. Built on a centralized data repository, or Data Lake, Enterprise Contact Center Operational Hubs use near real-time analytics to perform sentiment analysis, assess client churn and predict customer experience outcomes. LEADERSHIP EMPOWERMENT ENHANCED EFFICIENCY/EFFECTIVENESS BETTER VISIBILITY FOR INFORMED LEADERSHIP DECISIONS EMPLOYEE EMPOWERMENT TRAINING EDUCATION DEVELOPMENT ACTI ONABLEINSIGHTS IMPROVED CUSTO M ER EXPERIENCE••
  6. 6. CUSTOMER EXPERIENCE MANAGEMENT OPERATIONS MANAGEMENT CONTINUOUS PROCESS IMPROVEMENT ONE SINGLE POINT OF TRUTH Data from Customer Experience Channels feeds into Data Lake Social, Weather, Traffic, Stock Market, etc. ENTERPRISE CONTACT CENTER OPERATIONAL HUB DATA LAKE* NEAR REAL-TIME ANALYTICS EXTERNAL DATA FEED* CUSTOMER IS AT THE CORE OF THE EXPERIENCE 3 60° VIEW OF THE CUSTOM ER DIGITALBENEFI TS & SERVICES SOC IAL MEDIA CONTACTCEN TER/CALL CENTER Data is collected and analyzed for a holistic view of the customer. DASHBOARD • Sentiment Analysis • Client Churn • Predictive Analysis Once actionable insights are derived from customer data analysis, organizations need to operationalize this valuable intelligence to continuously improve the customer experience. Unisys Advanced Analytics helps our clients use data-driven insights to optimize customer-facing and back-office processes, make more informed business decisions and empower employees through education and training that closes skills gaps. LEADERSHIP EMPOWERMENT ENHANCED EFFICIENCY/EFFECTIVENESS BETTER VISIBILITY FOR INFORMED LEADERSHIP DECISIONS EMPLOYEE EMPOWERMENT TRAINING EDUCATION DEVELOPMENT ACTI ONABLEINSIGHTS IMPROVED CUSTO M ER EXPERIENCE••
  7. 7. FOR MORE INFORMATION VISIT www.LinkedIn.com/company/Unisys-Advanced-Analytics

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