Michael Aston, CTO at Transversal, introduces the exciting new features being rolled out across the Prescience Platform and announces 'Trendwatch', a real-time monitoring and service alert solution that gives business professionals early insight to potential problems that could affect their business

1. Product Showcase
MICHAEL ASTON
CHIEF TECHNOLOGY OFFICER
TRANSVERSAL

2. Product
Innovations

3. “We are drowning in information
but starved of knowledge".
John Naisbitt

4. TRANSVERSAL’S GOAL - KNOWLEDGE SHOULD BE:
Easy to find
Simple to manage
Up to date
What problem does Transversal solve?
KNOWLEDGE SOLUTIONS FAIL WHEN
» People can’t find what they are looking for
» Solution is just too difficult to manage
» Information becomes stale

5. Goal:
Easy to Find

6. “Real knowledge is to know the
extent of one’s ignorance".
Confucius

7. Easy to Find
» Prescience – predictive knowledge
 Improved search & related articles algorithms
 Next word prediction
 Query refinement
» Pre-packaged connectors
 Salesforce.com Service Cloud
 SAP Cloud for Customer
 JavaScript knowledge widgets
 Agent desktop

8. Easy to Find
» Prescience – predictive knowledge
 Improved search & related articles algorithms
 Next word prediction
 Query refinement
» Pre-packaged connectors
 Salesforce.com Service Cloud
 SAP Cloud for Customer
 JavaScript knowledge widgets
 Agent desktop

9. What is Prescience™?
“The ability to know what will
or might happen in the future.”

10. Easy to Find
» Prescience – predictive knowledge
 Improved search & related articles algorithms
 Next word prediction
 Query refinement
» Pre-packaged connectors
 Salesforce.com Service Cloud
 SAP Cloud for Customer
 JavaScript knowledge widgets
 Agent desktop

11. Predictive Search

12. Query Refinement

13. Easy to Find
»



» Pre-packaged connectors
 Salesforce.com Service Cloud
 SAP Cloud for Customer



14. SAP Cloud for Customer (C4C)

15. CRM Integration
Internal KM provides 35% reduction in the time that it
takes to train a new customer support representative
and 40% reduction in talk time in a support center.
Knowledge Management Will Transform CRM
Customer Service (Gartner, 2014)

16. Easy to Find
»



» Pre-packaged connectors


 JavaScript knowledge widgets


17. Knowledge Widgets

18. Knowledge Widgets
55% of US online consumers agree with the statement
that "I am very likely to abandon my online purchase if I
cannot find a quick answer to my questions".
Forrester: Customer Experience Online Survey 2013

19. Easy to Find
»



» Pre-packaged connectors



 Agent desktop

20. Agent Desktop Highlights
» Quick and easy to use
» Facilitates feedback
» Personalized
» Engaging and rewarding

21. Agent desktop: fast user interface
Forrester Consulting for Akamai

23. “We all need people who give us
feedback. That’s how we improve.”
Bill Gates

25. “55.8% of people would use a site
more if it offered a personalised
experience.”
Webloyalty

27. “65% of employees would work harder if
they were better recognized.”
Globoforce Mood Tracker, 2011

29. Goal:
Simple to Manage

30. “Simplicity is the ultimate
sophistication.”
Leonardo da Vinci

31. User Interface Simplification
User
Approver
Publisher
Admin
»Streamlined user and roles management
 Roles-based permissions
 LDAP / AD integration
»New interfaces for complex features
 User observation programme
Approver +
Publisher

32. Platform Improvements
» U.S. data centre
» Increasing flexibility to scale for traffic peaks
» Faster deployment of new implementations

33. Goal:
Up to Date

34. “Now the reason the enlightened prince and
the wise general conquer the enemy whenever
they move and their achievements surpass of
ordinary men is foreknowledge”.
Sun Tzu

35. Introducing TrendWatch™
Real-time monitoring and
service alert solution that
gives business professionals
early insight to potential
problems that could affect
their business
New levels of service
responsiveness with
next-generation insight!

36. bad weather
UNEXPECTED EVENTS NORMAL BUSINESS PLANS
 Staffing models
 Routing strategies
 Service levels
 Queue management
 Outsource partners
What problem does TrendWatch™ solve?

37. Our goal with TrendWatch™ was to develop a
solution leveraging Prescience™ technology in a
way that would help knowledge professionals
understand the information they would likely need
to know next. Giving them the early insight to help
insulate their business from unplanned events.

38. What does it actually do?
TrendWatch™ automatically monitors digital sources in
real-time for abnormal volumes of customer activity…

39. What does it actually do?
TrendWatch™
requires no
programming -
instinctively clusters
digital information
into nascent themes
and analyzes
patterns and volumes
to determine
abnormal trends

40. What does it actually do?
When patterns of activity reach higher-than-normal levels
TrendWatch™ sends our real-time alerts to keep you informed

41. What is Trendwatch™?
SOCIAL MEDIA
MONITORING
CONTACT CENTER
PERFORMANCE MGMT
meets

42. What is Trendwatch™?
In combination with any of
Transversal’s knowledge
solutions TrendWatch™
gives knowledge managers
information far in advance
to help anticipate customer
needs and get out in
front of trending
issues with the power
of knowledge earlier
than ever before.

43. What benefits will it bring?
Advanced insight to emerging service trends
Expanded ability to insulate their business from
unnecessary escalations
Improved timeliness of critical knowledge delivery
Enhanced corporate image / responsiveness
Superior success across self-service & assisted channels
Always be the first to know

44. Trendwatch™
Service Alert
Scenario

45. Aday in the life of Chris - KM specialist @
» ISP is a broadband provider for consumer internet services
» Earlier this morning ISP updated their online payment server
» Unknown to ISP Staff - the recent update caused problems
with windows browser clients, when attempting to make
online payments, customers are now receiving the following
error message:
» Payment Error Code 1778
Chris Chilvers
Senior
Knowledge
Specialist
ISP Corp.
Boston, MA
» Luckily it’s still the middle of the week, as ISP typically
expects most online customers to pay on the last day of the
billing cycle - Friday.
» Chris was busy with normal knowledge admin stuff when
suddenly…

46. Chris Chilvers
Senior
Knowledge
Specialist
ISP Corp.
Boston, MA
Aday in the life of Chris - KM specialist @

60. In summary
Knowledge should be…
» Easy to find
 Search improvements
 Out of the box connectors and interfaces
» Simple to manage
 User management improvements
 Management console simplification
 Infrastructure investment
» Up to date
 TrendWatch: real-time alerting of abnormal activity

61. Questions?