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Getting the Most Out of PureConnect Analytics and ReportingDoyle Erickson – American Family
Tele/Customer Contact Tech Manager
Karen Torf – Genesys
Sr. Product Manager
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Within the next three years, PureConnect will become a leader
in Omnichannel analytics, shaping the way our customers
manage their customers experience…
Providing clear visibility using journey analytics, data trends and patterns
with integrated thresholds and alerting, all designed using interactive
visualizations to optimize contact center performance and the customer
experience through prescriptive, advanced, accurate, and timely insights.
Genesys Overall Analytics Mission: To be the Omnichannel analytics solution of choice for all,
enabling them to push the boundaries of customer engagement, employee engagement and
operational efficiencies through prescriptive, advanced, accurate, and timely insights
PureConnect Analytics Vision Statement
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• Need a location to store the combined data• Data Warehouse or Analytics Environment
• Need a means to copy the data into the Data Warehouse• Data replication Tool or Extract Transform Load (ETL) Tool
• Need to understand the “business meaning” of the data• Data Dictionary
• Need a custom reporting tool
• If you intend to do “Business Analytics” in large scale, you need a plan
• Business Intelligence Architecture• Business Intelligence Structure• Business Intelligence Processes
What’s Needed for Business Insights?
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• Problem:• The Sales and Service Care Center wanted to develop a custom representative
scorecard using KPI data from Genesys PureConnect combined with external, direct customer survey data and HR system data.
Use Case 1 at American Family
• Solution:• Used Informatica (ETL tool) to copy the data
into an Oracle data warehouse
• Reverse engineered existing OOB PureConnect reports to create SQL for reports
• Used SAS to create the report
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Custom Scorecard Sample
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Current approach
Telephone Data Analysis9
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• Problem:• Too many customer calls are being transferred to our Corporate Switchboard for
transfer elsewhere. Given the complexity of the PureConnect Architecture, we need a way to map “Customer Journey” through the system in order to determine the root cause of the extra calls
• Solution:• Created a custom handler to assign a Unique String Identifier across platforms
• Used Attunity (data replication tool) to copy multiple I3 instances to Hadoop
• Leveraged the PureConnect data dictionary to identify relevant data elements
• Used PySpark to parse the data from Hadoop
• Used Excel to create a report
Use Case 2 at American Family
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Telephony ArchitectureIVR
Agency
Pay By Phone
Contact Center
Corporate
Help Desk
PSTN PSTN
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Custom Handler Assigns Unique ID
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Customer Journey Report Sample
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Customer Journey Report Sample
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New approach
Telephone Data Analysis
1.Replicate/Capture
2.Discover
3.Build
4.Use
15
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Information Architecture
Simple
Administration
Meta data
Security
Data Governance Processes
3rd
Party
Web
Logs
Mobile
Logs
Agg
Server
Business
Reporting
External Feeds
Business
Discovery
Reporting Tool
Replication
Server
T
Analysts
Data Governance
T Integration DiscoveryT Institutional Integrations
Website
Activity
Mobile
Activity
UBI
Telematic
Users
Users
User
User data
Exte
rnal D
ata
Adv Analytics
Analytic Tools
Data
Science
Statistical
Server
Inte
rnal
Opera
tional
Sys
tem
s
Operational Reporting Tier
Big Data Tier
Managed File
Transfer
Partner
Behavio
ral D
ata
Essbase
Data
Warheouse
Statistical
Analysis
Data Ingest Engines Data Unification
T
T
T
T
BI Reporting
Server
T
Dashboards Dashboard
Server
Governed Discovery
Proxy
ServerTableauT
T Local Discovery
T
DBMS
Governed Acquisition
Data Virtualization/Svcs
Programming:
R, Python, Java
Executive
Dis
covery
-A
naly
sis
Busin
ess R
eport
ing
Data
Scie
nce
MS Office
VoC Configured
Social
CollectorT
R
Social
Networks
Modern Data PlatformAgile Non-Developer
In-Memory
Analytic Asset Governance
T
Big Data
On-Premises Data LakeS
QL
Scripting
R
CarFax,
MVD,
Analytics Optimized Tier
MFT
ServerVendor
partnersExtract/
Transform/Load
Phone
Policy
Billing
Customer
End-State Architecture
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Within the next three years, PureConnect will become a leader
in Omnichannel analytics, shaping the way our customers
manage their customers experience…
Providing clear visibility using journey analytics, data trends and patterns
with integrated thresholds and alerting, all designed using interactive
visualizations to optimize contact center performance and the customer
experience through prescriptive, advanced, accurate, and timely insights.
Genesys Overall Analytics Mission: To be the Omnichannel analytics solution of choice for all,
enabling them to push the boundaries of customer engagement, employee engagement and
operational efficiencies through prescriptive, advanced, accurate, and timely insights
PureConnect Analytics Vision Statement
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PureConnect Dynamic Data Dictionary
• Dynamic – extracts the content directly from the physical data model
• Interactive web page for easier access to the content
• Business definition clarity• Will continue to evolve and
improve
• Additional information• Table/column change
versions with reasons
• PII Indicator for tables
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Evolution from Traditional Reporting to Analytics
2017 Focus on Data
Data Export/ Data Dictionary
Event Data/ Data Architecture
Interactive Dashboards
2018 Bringing it all Together
Drill down/ drill across into the details
Ability to tie multiple interactions together across channels (Omnichannel Analytics)
2019 and Beyond
Driving Advanced Analytics
Customer Journey
Predictive analytics
Prescriptive insights
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Enhanced Data Architecture
Data Collection
• Event level
• Real-time streaming
• Storage at event level
Data Access
• Open APIs
• Enhanced API documentation
Analytics Dashboard Tool
• BI Layer
• Interactive Dashboards
Single source of the truth Ability to drill into the detailsEasy Access
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Interactive Dashboards
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Call to Action
Also Don’t Forget, when you’re in the Partner Pavilion, be sure to visit Customer Success in the Genesys Zone and learn about the innovative services available to our PureConnect customers and partners.
Please stop by the PureConnect Demo Booth and the G-bar/dev-zone and speak with our team.
See a demo of the data extraction tool and some prototypes of interactive dashboards. We would love to hear your feedback, ideas, and use cases!