qurater overview june 2014 for telcos

Qurater Business EdgeBig Data Approaches for Customer Care

Qurater has built the deepest

intelligence for discovering and

addressing customer

service issues.

Industry specific approaches

What Qurater provides

#1. Discovery of Customer Service Issues from Social/Web conversations

Any web site specific to the industry

100+ INDIA specific sites mapped

#2. Customer Service ConsoleService rep management console Management Dashboard

techniques, technologies & business rules to engage &

respond to customers in real time

Serv

ice

Networ

k

Billin

g

Setu

p

Spee

d0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

airtelvodafone 3G

CorporateDongleHomePostpaidPrepaid2G

ServiceNetworkBillingSetupSpeed

#3. Insights businesses can act on

Airtel service related issues 2X

more than Vodafone

2M social conversations analyzed30+% of

complaints on are 3G related

50+% of the customer

complaints for are service

related

#4. integration

• CRM integration support• Database download into specific formats (e.g. excel)• Raw data feeds • API support

Technology Uniqueness

Data Mining

Industry specific filters

NLP

Service framework

HOTSPOT detection

Conversation Analytics

feedback, queries, complaints mined from social platforms and any web site

classify conversations based on filters specific to each industry

natural language processing to discover context, insights from conversations

techniques, technologies & business rules to engage & respond to customers in real

time

derive brand insights accurately

and instantly by filtering through the

noise real time discovery of customer service

issues or sales demand before

they become un-manageable

Approach & Capability

Uniqueness

Source Agnostic Data Discovery, Mining & Structure Extraction

Cloud scale – Massive Volumes Of Data

State of the art NLP / Machine Learning to derive industry

specific dimensions

Customizable analytics with industry leading visualization

techniques

Technologies for increased efficiency and responsiveness

Qurater Business EdgeBig Data Approaches for Customer Care

Founding Team

Rakshit DagaFounder & CEO

Sumit MishraFounder & Chief Qurater

Prashanth AdirajuCo-Founder &

Chief Product Officer

Each founding member brings 15+ years experience defining, developing & selling technology products