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Altitude’s Integration with Afiniti

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Relevance of the Altitude-Afiniti integration.Market Strategy

What are we delivering.Objective vs Solution

What businesses can benefit from the Altitude- Afiniti integration.Use Cases

Agenda

How to Implement How does Afiniti improve the dialing process.

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Market Strategy

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Optimizes, in real-time, the pairing of individual contact center agents with individual customers on the basis of past behavior.

▪ Detects optimal agent customer pairs.

▪ Improves business income/objective of each interaction.

Market StrategyMarket Strategy

What is Afiniti?

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Customers that want to improve KPIs for:▪ Outbound

Conversion, upsell, retention. For example, suitable for big contact centers of banks, insurance companies.

▪ InboundRetention, customer churn, customer satisfaction (NPS, FCR).

▪ Prospects that are using Afiniti with our competitors. We can point out that our Predictive Dialer adds on to Afiniti pairing to highly increase business profit/customer service.

WHO

Afiniti also partners with these competitors of ours:

▪ Genesys

▪ Avaya

▪ Cisco

▪ Talkdesk

COMPETITION

Market Strategy

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PRODUCT STRATEGY

Market Strategy - Why

By the year 2020 customer

experience will overtake price

and product as the key brand

differentiator.

(Source: Walker)

72% of customers are “very” or

“extremely” likely to do business

with a company because of

their reputation for strong

customer service.

(Source: McKinsey)

57% of companies can relate

improving customer experience

levels to revenue/profit growth.

(Source: Gartner)

60% of contact centers have

available a data analysis tool

(such as business performance,

Big Data root cause analysis,

trending, etc).

(Source: Dimension Data)

Customer retention is 14%

higher among companies

applying big data and analytics.

(Source: Aberdeen Customer Engagement

Repotr) 2015

36% of organizations are

actively using analytics and

data mining to gain greater

insights to plan more

relationship driven strategies.

(Source: Forrester)

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▪ Enrich our Xperience solution with Afiniti to increase our customers market reach.

▪ Increase our installed base by leveraging Afiniti´s capabilities

▪ Increase our customers loyalty with Altitude capabilities.

▪ Provide our customers with a better service because they can efficiently pair their agents with final customers, improving also customer satisfaction.

▪ Enable big contact centers to make the customer journey more consistent and personalized.

▪ Increase crucial KPI contact center indicators, such as FCR, customer satisfaction, customer retention.

▪ Combine the intelligence of Altitude Router with Afiniti’s big data analytics to improve crucial contact center KPIs such as FCR, NPS, customer satisfaction, customer retention, business outcomes…

OBJECTIVES

Market Strategy - What

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Objective vs Solution

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Objective VS Solutions

OBJECTIVES

SOLUTIONS

Profit from big data

to improve business

results

Take maximum profit

from agent capabilitiesFind the optimal

agent-customer

pairing

Maximize customer

revenue & ROI of the

Xperience solution

Afiniti

▪ Gathers publicly available demographic and psychographic data from commercial databases and social platforms.

▪ Complements with other intelligence, such as customer history

▪ Each agent's personality is unique and made up of rich data.

▪ Afiniti defines agent personality attributes through a voluntary, browser-based 20-minute survey

▪ Afiniti runs artificial intelligence algorithms, based on big data strategies, over agent and customer behavior, customer historical data, and other available information to find the best pairing.

Personality matching for:

• Outbound power, preview, and

predictive calls.

▪ Inbound calls distributed by Queued Routing Points

▪ Inbound emails.

• Altitude enriches Afiniti’s

capabilities by adding already

powerful features, such as

priorities and skills-based routing

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How toimplement

How to implement Afiniti

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Architecture

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Through Big Data technology, the solution optimizes cost and other core call center

metrics like Revenues (sales conversion, upsell), Customer Satisfaction (NPS, FCR,

Transfers)

Real-time artificial

intelligence analysis of callers in queue and

agents available

PBX or Dialer

REAL

TI ME

Call History

Previous call outcome,

Current call outcome,

Revenue, Value, etc.

DAI LY

Agent Personality

100 Question Survey

Agents are free to

not answer any or all

of the questions.

Customer Personality

Caller ID indexed into commercial databases

& free databases

OFFLI NE

OFFLI NE

Pay per

Performance

Telco$80+ MM/year of additional

revenues

BankingSales conversion

improved 2%

Telemarketing & Debt Collection

Cust. retention improved in 3,5%

OmniC

hannel

Voice/M

ail

Assesm

ent/Tra

ining

Custom

er

Under

standi

ng

Use Case → Best Agent to Pair

... But Always Customer Satisfaction

Real-time artificial

intelligence analysis of callers in queue and

agents available

PBX or Dialer

REAL

TI ME

Call History

Previous call outcome,

Current call outcome,

Revenue, Value, etc.

DAI LY

Agent Personality

100 Question Survey

Agents are free to

not answer any or all

of the questions.

Customer Personality

Caller ID indexed into commercial databases

& free databases

OFFLI NE

OFFLI NE

Pay per

Performance

Voice/M

ail

Assesm

ent/Tra

ining

How Does It Work?

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The solution according to

the needs/objectives that

have been identified

Agents to fill in

questionnaire to define

agent personality.

Solution in production

environment, run during a

few months to establish

initial learning process

The best agent-customer

pair in production

environment

The business

outcome/objectives to

improve

Keep endless learning

process to improve future

agent-customer pairing

How to deliver /deploy?

#1 DEFINE #2 CUSTOMIZE #3 ASK

#4 DEPLOY #5 SELECT #6 LEARN

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Call Flows

OUTBOUND CALLS INBOUND CALL/EMAIL

Switch Sends Route Request based on Agent/

Customer surplus scenario

PSTN Call comes in

Afiniti Evaluate the Call and return best pair

Agent Surplus scenario

Switch Connects based on Afiniti provided pair

Send single call and agents list

Customer Surplus scenario

Send single agent and calls list

Customer Answers the Call

PSTNCustomerDialer Dials a

Customer

Afiniti Evaluate the Call and return best matched available

agent

Dialer Send Call’s Route Request to Afiniti

Dialer Connects call to proposed agent

Send Call and Agents list

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Use Cases

How Is The Afiniti Algorithm Being Used

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Use Cases

Telcos

• 2000+ agents

Customer retention improved in 3,5% (>50.000)

Telemarketing & Debt Collection

• 200+ agents

• <8 weeks

Sales conversion improved 2%

Banking

• 18.000+ agents

• 2 weeks of setup per business line

$80+ MM/year of additional revenues

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Thank You