Call Journey Genesys Global Speech Analytics PartnerPartners & Friends Webinar

PRESENTERS

PAUL HUMPHREYChief Executive

Officer

ANDREI PAPAYFounder &

Chief Technology Officer

ADRIAN KILDUFFBusiness

Enablement

BRETT MARSHVP Sales,

North America

TODAY’S DOOR PRIZE

WHO IS CALL JOURNEY?

Circa 2H 2018

WHAT DOES CALL JOURNEY DO?

Conversation Analytics

(A.I/NLP Speech Engines)

• Integration solutions

• Visual Dashboards

• Prof Services

• Sales & Marketing

Call Journey via its platform EVS (Emotive Voice Streams)

provides Genesys’ customers with a high-powered conversation

analytics solution that converts conversations (typically contact

center centric), into actionable data. The data output then allows

businesses to access call intelligence easily, and discover

information that directly affects sales performance, customer

experience, employee engagement and business growth.

Enterprise (and ultimately contact center) challenges

CUSTOMER EFFORTNPS

SHARE OF WALLET ARPU

CHURN / LAPSES

REVENUE / BOOK VALUE

PRODUCTIVE

COST OF

EFFORT

Competitive Headwinds

• Do more with less

• Cost of acquisition/retention

• Competition growth

• Continual growth of customer demand (and access channels)

Tighter governance and regulation requirements

Speed to market

Staff Attraction/Engagement/Retention

Constant change/transformation

Customer Experience

Contact Centre

MarketingProduct

Risk Management

Strategy

Revenue Management

Voice data has many interested parties

EXAMPLE USE CASES

Marketing Risk Management

CX Contact Centre

Product Strategy Revenue Management

• Understand customer journey

• Find new cohorts• Improve

Marketing ROI

• Drive Campaign Performance

• Look for triggers and events

• Manage next best offer

• Understand what we are saying to our customers

• Ensure proactive fraud management is in place

• Ascertain compliance levels

• Review risk management action performance

• Track and management customer sentiment

• Drive root cause analysis of poor CX

• Gain more effective insights into NPS performance

• Understand org processes gaps

• Ascertain performance of key initiatives

• Understand agent performance

• Track Team Leader performance

• Improve efficiency/ productivity

• Hone scripts

• Track adherence to scripts/regulation

• Improve campaign performance

• Review customer channel touch points

• Gauge product feedback, risks and gaps

• Track conversations for new product opportunity

• Review new product roll out

• Enable product test and learn

• Check for product knowledge

• Review Omni Channel Optimisation

• Gauge business sentiment

• Test market insights

• Understand organisational insights

• Grow cross sell and upsell

• Understand churn/lapse drivers

• Test new campaigns

• Check sales methodology adherence

• Improve conversation rate

• Understand script opportunities

USER STORIES

“Job to be done” -

Reduce lapse

Actions:Call samples across acquisition andretention calls. Separate into lapseand non lapse. Include additionalmeta data. Provide Data to customer(W’Bench and SAS)

Outcomes: Identified key root causedrivers (and quantified). Reducedlapse by 37%

UTILITIESBFSI (INSURANCE) TELECOMMUNICATIONS

“Job to be done” -Improve CX as measured by NPS

Actions:Identify high importance areas tofocus on (e.g key call drivers ofgood/bad cx). Work with utility todevelop out “apps” to manageanalytics in. Became part of CXimprovement operatingrhythm/feedback loop. Includeadditional meta data. Provide Data tocustomer (W’Bench currently – will goto MS)

Outcomes: Identified key root causedrivers (and quantified). NPSimprovement of 13pp’s

“Job to be done” -Improve Revenue as measured by Conversion rate and ARPU

Actions:Call samples across acquisition campaignsand call clusters. Pre identify “topperforming” sales people and campaignsand lower quartile performers. Includeadditional meta data. Provide Data tocustomer (W’Bench and internal B.I tool)

Outcomes:Conversion rates for the initial campaignwere 28% ahead of pre-conversationanalytics performance and cost ofacquisition has dropped by 17% for theirkey campaign traffic. Revenue perconverted opportunity has improved 36%as cross sell opportunities were alsoidentified.

GENESYS RELATIONSHIP

In App Foundry

On Genesys Paper

Finalising Integration

On Genesys Paper

Next Cab Off The Rank

On Genesys Paper

Speech Analytics Global Partner

GENESYS RELATIONSHIP – GLOBAL PARTNERSHIP

• English speaking vocabulary engines is first focus• More Language models and eco system being developed• Global Agreement across The Americas, EMEA and APAC• Set up in AWS North America and Australia (Data Sovereignty)

• Will set up in AWS EMEA driven by customer opportunities

WHAT IS SPEECH ANALYTICS?

WHY IS CALL JOURNEY DIFFERENTTO OTHER SPEECH ANALYTICS VENDORS?

• Market leading accuracy

• Highly tuned models

• Consistently updated and refined

• It’s all we do!

• 100 x real time

• Can handle significant volumes of audio

• Circa 15 times faster than most speech engines

• GPU Accelerated hardware

• Key Engl ish based vocabulary language models

US EnglishAUS English

UK EnglishEuro English

• Spanish• French Canadian• Coming Soon:

Brazilian Portuguese

English IndianFrench

JapaneseDutch

German

PolishSwiss German

NorwegianOther Asian language

models

• Turnkey/out of the

box – WordBench• Focus on Systems

Integration for data OUTPUT

• Call Journey Visual Text Analytics Dashboard

• Global Partner with SAS

• Working with Microsoft on integrations

• eMite

• Customer driven data platforms/data lakes

• Finalising eMite integrations

• In discussions with Post Call Survey Vendor

• Open to explore complimentary integrations

• Invested in Success with Genesys

• Strong sales and marketing team in place to grow

• Local Support – ANZ, NA and Europe to come

• Focused on building channel partnerships

• Co-Marketing and External lead generation focus

• Strong budget to develop partnership

• Strong balance with tech and sales

Genesys Eco System Relationships

Sales & Marketing Focused

Flexible Integration Pathways

Multiple Language Models

Processing SpeedSpeech Engine

Accuracy

PureCloud Roadmap

WHAT IS CALL JOURNEY’S SOLUTION CALLED AND HOW DOES IT WORK?

•Conversational transcription

•Words

•Gender

• Sentiment

• Emotion

•Metadata

Conversation Interaction Engine

Audio Sources

Emotive Voice Streams™

• Call Journey’s solution is called EVS (Emotive Voice Stream)

• EVS produces an abundance of metadata from voice audio

• Knowing how to use this data is key to deriving value

APPLICATIONS

Emotive Voice Streams™

How your customer applies the data is dependent on the problem to be solved

WordBench

Analytics/Visualisation Platform (e.g)

• eMite

• SAS

• Microsoft

• Dataiku

• Rapidminer

WHAT CAN WE MEASURE?

PureCloud Conversation Analytics

Conversation Analytics can mine and score conversations for the following:

• Key words or phrases

• Gender

• % Silence

• Sentiment

• Emotion

• Call duration

• Agent/Client Classification

• Emotional Intelligence

• % Overtalk

• Speaker Clarity Punctuation

• Call Success

Customers Can Also add other

metadata from Genesys call recordings - for example:

• Campaign Name• Wrap Code

• Call Direction (i.e Inbound/Outbound)

• Customer I.D

• Business Unit• # transfers

• Hold time• Call handling location

• Agent I.D

• Team leader I.D

SPEECH ANALYTCIS BUYERS/PERSONAS

CEO

CIO

Information

Tech buyer

CMO

Marketing

Head Of Marketing

B.I Analyst, Marketing Comms

CCO

Customer

Strategy, BA, PM, Head of Service

Contact Centre

CFO

Finance

Heads of Finance

CSO

Strategy

BA, Analyst, Finance

CRO

Revenue

Sales Heads

Contact Centre

COO

Operations

Operations Head

Contact Centre Head

QA, Compl iance, WFM

Decision Maker

Influencer

THREE **HOT** TOPICS

CX

AIBig Data

MAGIC HAPPENS HERE !

How do we help you win opportunities

19

Sell with

• bring us into conversation

• we bring an opportunity to Genesys

• RFP, RFI,EOI Support

Sell to

• CJ not seen but sales support via sales enablement tools

• Train the presenter

Enable

• Demo org’s/ environments

• Call Data

Generate

• Marketing (CJ Lead)

• Marketing (with Genesys – i .e. events, digital etc)

68.3% of agents

remain dedicated to telephone

230 billion is the

amount of inbound calls received just in the U.S in 2016

50.2% rank

analytics as #1 factor to reshape the industry in the next 5 years

89.4% measure quality on phone interactions

18.1% unable of agents unable to identify sales opportunities

Contact Centre

• Consumer

• Business

Retail Branch

• Fixed phones

• Mobile Bankers/Fin Advisors

Other• Trading Desk

• Inside Sales

230 billion is the amount of just inbound calls received in the U.S alone in 2016!

SIZE OF THE PRIZE – AUDIO VOLUME

2017 Deloitte Contact Centre Survey

Recent Dimension Data Research into Contact Centre Trends

22Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Speech Analytics Performance Trends

23Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CONVERSATION ANALYTICS REVENUE (@100% of audio processed)

PureCloud Roadmap24

PRICING CONTSTRUCT – low cost to entry, bundled solution

PureCloud Roadmap25

Package AmountHours Total Included

Per Annum

Top Up Rate Per

Hour(2)

EVS Boost(1) $13,500 p/a 30,000 0.45

Wordbench(1) $15,000 p/a 30,000 0.50

EVS Boost(1) $1,250 p/m 30,000 0.50

Wordbench1) $1,375 p/m 30,000 0.55

EVS Boost(1) $1,625 2,500 0.6500

Wordbench(1) $1,810 2,500 0.7240

QUICK START PACKAGE(3) 4 Hours CSD Support $900

Notes:

1. EVS Boost includes Transcription, Gender ID, Purify audio & text (redaction), Diarization (speaker separation in mono audio), Emotion & Sentiment.

Wordbench includes all components of EVS Boost plus our analytics dashboard.

2. Up to 4 hours of online support to get you started. Includes:

- Wordbench configuration

- Account creation

- Application creation and customisation

All prices in USD/hr

NORTH AMERICA REGION

ANNUAL PRE PAY

Take an annual platform access package,

pay an annual up front figure and consume

audio as you need

ANNUAL PAY PER MONTH

Take an annual platform access package,

pay monthly and consume audio as you

need

ONCE OFF AUDIO BUNDLE

Not sure yet as to how much you might use

or want some time to put your buisness case

together? Then trial our service as you build

your knowledge.

Package AmountHours Total Included

Per Annum

Top Up Rate Per

Hour(2)

EVS Boost(1) $15,070 p/a 24,000 0.63

WordBench (1) $16,745 p/a 24,000 0.70

EVS Boost(1) $1,395 p/m 24,000 0.698

WordBench(1) $1,535 p/m 24,000 0.77

EVS Boost(1) $1,800 2,000 0.90

Wordbench(1) $2,000 2,000 1.00

QUICK START PACKAGE(3) 4 Hours CSD Support $900

Notes:

1. EVS Boost includes Transcription, Gender ID, Purify audio & text (redaction), Diarization (speaker separation in mono audio), Emotion & Sentiment.

Wordbench includes all components of EVS Boost plus our analytics dashboard.

2. Up to 4 hours of online support to get you started. Includes:

- Wordbench configuration

- Account creation

- Application creation and customisation

ANNUAL PRE PAY

Take an annual platform access package, pay an

annual up front figure and consume audio as you

need

ANNUAL PAY PER MONTH

Take an annual platform access package, pay

monthly and consume audio as you need

ONE MONTH ONLY

Not sure yet as to how much you might use or

want some time to put your buisness case

together? Then trial our service for one month as

you build your knowledge.

AUSTRALIA/NZ REGION

All prices in USD/hr

CALL JOURNEY EVS ADD-ON FOR PURECLOUD

For more information on the Call Journey EVS Add-on for PureCloud…

1) The Call Journey EVS Add-On for PureCloud integration can now

be quoted and ordered on ”Genesys paper” as part of a

customer’s PureCloud agreement!

2) Purchase one of four bundles listed in the FAQ. The bundles

contain two “child” parts (1) the Call Journey EVS Add-On

integration and (2) a required Quickstart Enablement to ensure a

frictionless customer onboarding experience.

3) The Call Journey EVS Add-On to PureCloud is available to

customers from the PureCloud user interface.

Call Journey EVS Add-On for PureCloud FAQ Call Journey WebsiteCall Journey EVS Introduction Video

Note: The Call Journey EVS Add-On for PureCloud will initially be offered to customers in Australia, New Zealand and United States. Additional expansion by Call Journey will be determined by customer demand in a given region. Please see the FAQ for additional details on pricing by regi on.

APPLICATIONS

Emotive Voice Streams™

• How your customer applies the data is dependent on the problem to be solved

WordBench

Analytics/Visualisation Platform (e.g)

• eMite

• SAS

• Microsoft

• Dataiku

• Rapidminer

Dissecting the data file• Sample Customer shortest call (2:56) has over 4,100 lines of

data

• Sample Customer longest call (1:02:14) has over 96,900 line

of data

• Three main levels of data

• Conversation level

• Top level, summarising overall ca ll

• Conversation is broken down into utterances

• Utterance Level

• Grouping words together based on speaker and time interval

• Utterances are broken down into individual words

• Word Level (lowest level)

Utterances

Words

Conversation Level• Provides total call stats. eg

• Confidence (overall probability)

• Sentiment and emotion

• Gender by channel

• Client specific data

• Number of words

• Silence on call

• Duration

Utterance Level• Confidence (overall probability)

• Sentiment and emotion

• Gender

• Start and end times

• Utterance ID and Channel ID

Utterance Level: sentimentex

• Sentimentex provides location of positive and negative words/phrases)

Positive phrase was:• 4 words long (5 minus 1)• started at the 2nd word (counting starts at 0)

As it appears in WordBench:

Dissecting the data file• Word level stats. eg

• Confidence

• Word spoken

• Start and end times

WORDBENCH DEMO

CALL TO ACTION◦ Target 1- 3 customers

• Quick start package

• Audio pack

◦ Demo’s

◦ (Quick Turn around)

Paul Humphrey

E: paul.humphrey@calljourney.comM: + 61 425 700 700

CEO, Call Journey

Thank you !

Call Journey Points of Contact

Brett MarshVice President, North America Sales

E: brett.marsh@calljourney.comM: (760) 221-8907