Getting the Most Out of PureConnect Analytics and ReportingDoyle Erickson – American Family

Tele/Customer Contact Tech Manager

Karen Torf – Genesys

Sr. Product Manager

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

• 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?

• 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

Custom Scorecard Sample

Current approach

Telephone Data Analysis9

• 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

Telephony ArchitectureIVR

Agency

Pay By Phone

Contact Center

Corporate

Help Desk

PSTN PSTN

Custom Handler Assigns Unique ID

Customer Journey Report Sample

Customer Journey Report Sample

New approach

Telephone Data Analysis

1.Replicate/Capture

2.Discover

3.Build

4.Use

15

Information Architecture

Simple

Administration

Meta data

Security

Data Governance Processes

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Party

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Logs

Mobile

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Server

Business

Reporting

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ata

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ServerVendor

partnersExtract/

Transform/Load

Phone

Policy

Billing

Customer

End-State Architecture

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

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

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

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

Interactive Dashboards

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!