Avaya Speech Analytics: 3 Case Studies (Enterprise Connect 2013)
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This document discusses how speech analytics can be used to improve customer experience by analyzing customer calls to understand preferences, provide personalized experiences, and take proactive actions. It provides examples of how speech analytics was used by different customers to improve contact center performance by reducing call volumes, enhance business intelligence for a debt recovery agency to ensure compliance and improve collections, and help a travel retailer minimize the cost per booking by understanding why calls were being made instead of online bookings being completed.
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Avaya Speech Analytics: 3 Case Studies (Enterprise Connect 2013)
- 1. Tyra Hattersley Speech Analytics Engineer
- 2. Creating a Whole New Customer Experience… For Each Customer, Every Time From Simple “Reaction” Right Media, …to Proactive, Dynamic, Right Time Personalized Experience “Customer Experience Management; From Silo’d Interactions… Managing customer relationships as strategic assets, Enterprise wide …to Connected, Aligned Engagement converting satisfied customers to loyal customers, Resources, Functions, and loyal customers to brand advocates.” and Processes From Basic Understanding… Actionable …to Knowing Insight Preferences, Value, Current Situation... and Acting on It 2
- 3. Improving Customer Experience Speech Analytics - Search, Listen, Analyze and Take Action 1. Turn business objectives into searches • Search key phrases • Call drivers for repeat calls 2. Review and tag search results • Driver established • Located repeat calls 3. Collect, upload and analyse • Root causes analysis • Product and Agent 4. Take action on business intelligence • Address operational challenges, policies, revenue opportunities 3
- 4. Improve Contact Center Performance The Customer EMEA Government Tax Branch The Situation Seeking 100% Call Monitoring High and Increasing Call Volumes 16% of inbound calls could be eliminated 23% moved to self-serve The Outcome Revised content of physical customer material and developed messaging specific to top 5 call categories Updated website content and added FAQ page 4
- 5. Performance Enhancing BI for Debt Recovery The Customer Large Debt Recovery Agency The Situation Required 100% analysis of all recorded conversations to ensure regulatory compliance The Outcome Significant improvements in locating agents with performance issues in correctly stating phrases Demonstrated improved effectiveness in locating violations by 500% Improve Promise to Pay rates and increase actual collections revenue and rates, through the optimisation of agent behaviours and the implementation of successful strategies. Lower the risk of regulatory failure by ensuring right party contact, DPA plus other mandatory statements are communicated and therefore reducing financial losses through fines or compensation. 5
- 6. Improve Sales Conversion Cost The Customer World wide EMEA based travel retailer The Situation Looking to minimize cost per booking Web site generated calls high 60% of bookings complete on web Below industry average performance ~4500 calls / wk related to website. Average cost per call $5.05 The Outcome Root cause analysis on diverted web bookings reveals top causes for failure to complete on web. Implementing web enhancements generates an increase in successful web outcomes reducing cost of conversion. 6
Editor's Notes
- The future of customer experience over the next 3-5 years is going to focus enabling the right media at the right time, ensuring Enterprise Wide engagement and providing Actionable Insight.From an Avaya perspective, our role is to enable organizations to Creating a Whole New Customer Experience…For Each Customer, Every Time. And we do this because our focus is helping businesses with Customer Experience Management. So what is Customer Experience Management? We definite it as follows;“Customer Experience Management; theDiscipline of managing customer relationships as assets, to convert satisfied customers to loyal customers, and loyal customers to advocates of your brand.” We help organizations with CEM by enabling them to:- move from simply reacting to customer calls to Proactive, Dynamic, Personalized Experience move from Silo’d Interactions……to Connected, Aligned Resources, Functions, and Processes move from Basic Understanding……to Knowing Preferences, Value, Current Situation... and Acting on ItAvaya Unique PositioningAvaya is uniquely positioned to enable this.:First because our solutions support contextual awareness – in other words the application of all relevant context including information, resources, and processes, for a specific customer, at any time. Persistent conversation– in other words tying together the threads of each interaction with a customer, regardless of the media, together into one seamless, ongoing conversationBenefits:The Value to the End Customer is delivering an Experience that they customers value, that creates loyalty for life, in them and others…The Value to the Business is Improved customer lifetime value, driving higher revenue, improved margins
- Avaya Speech Analytics is a speech, search and analytics solution. This solution makes it easy to analyze customer call interactions and, based on customer feedback, derive key insights from customer contacts. Getting a grip on expected or unexpected agent behaviors, agent best practices that lead to successful call outcomes the first time, and improvements to product or service offerings. Speech Analytics are deployed often in the contact center environment, but it is important to understand any organization can benefit from speech analytics to meet regulatory requirements, to optimize the quality of communications and to leverage valuable information collected directly from customers and business partners.This phonetics based speech analytics solution uses the search and indexing capabilities of Avaya Speech Analytics Desktop Client to explore call recordings for key phrases, and then reports the insights within a business intelligence platform, rendered through the Avaya Aura Performance Center. The fact the solution is based on phonetic technology makes it is not dependent on a pre-defined dictionary of terms, but indexes the actual audio samples. With Avaya Speech Analytics organizations can analyze customer interactions, business processes and employee behavior to help reduce risk, optimize operational efficiency and to enhance business effectiveness. The solution can help drive upsell and cross selling, improve customer satisfaction and customer retention, through an optimized customer interaction and enhanced staff skills. Cost can be reduced through improved resource utilization, while policy and regulatory compliance control make risk can be managed effectively.