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Telecom big data call center analytics

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TELECOM CALL CENTER ANALYTICS
Call Center analyticsco tly and comple
Call Center analyticsco tly and comple Real time • Handling over billions events a day in a very low latency, high availability implementation and perform predictions
WOW Factors
WOW Factors Real time • Appropriate action • Massive scalability, availability • What is likelihood of something happening? • Understand the context-Tele,Soci0…. • Derive experiences Customers • Add Retain Grow
Metric scores Policies procedures % within seconds Occupancy rate First contact resolution Customer surveys Opinions Quality Customer Productivity experience Up-sell/Cross-sell New customers Incremental revenues Social Media Monitoring Listening Sentiment Sales KPI’s Resources Value R&D Marketing Agent First call resolution Occupancy Utilization Operations Customer growth Retention Insights Competition Broken operations Corporate service chain issues
In a Nutshell
Machine learning Natural Language Processing Semantics Knowledge base Insights Rules Inference Reasoning Events Reports Dash boards Ontologies Actions Transformation Integration bus Data pool Structure/Semi/Unstructured Speech , IVR, Chat ,Social…. Multi channels CRM Other system Network BI In a Nutshell Predictions
Quality
Quality
Productivity
Productivity
Customer experience
Customer experience
Sales
Sales
Marketing
Marketing
Operations
Operations
Agent Utilization
Agent Utilization
R&D
R&D
Social Media Sentiment Influence Discovery
Social Media Sentiment Influence Discovery
Semantic Queries
Semantic Queries
REPORTS-Predictions Probability of call motivation
Benefits
Thank you. Deva Reddy Evam technologies deva@evamtec.com

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Telecom big data call center analytics

Editor's Notes

  1. Telecom call center intelligent analytics: big data + deep learning =more benefits+ much value