succeeding with customer interaction analytics
TRANSCRIPT
Succeeding with Customer Interaction Analytics Driving True Business Value
Paul Beyer – Global Vice President, Analytics April 2014 CCMG
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Agenda
Introduction and Objectives
Market Interests & Opportunities
Analytics - Approach & Solution
Solution Demonstration
Q&A and Next Steps
Appendix: Detailed Case Studies
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Founded in 1999, Silicon Valley Stanford Research Int’l, NSA Research Pioneered the Speech Analytics industry
Genesys Speech Analytics Based on UTOPY
“UTOPY was named the ‘Best Technology Solutions Provider’
in the 2010, 2011, 2012 and 2013 Call Center Week Excellence Awards”
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Analysts Praise UTOPY and the Genesys Solution
“Genesys is THE Leader in Global Contact Center Solutions” - Gartner
“UTOPY pioneered the successful deployment of speech analytics and remains an acknowledged leader.” – PELORUS Group
“Genesys continues to raise the bar with its innovative solutions that deliver immediate results.” – Frost & Sullivan
“The Speech Analytics by Genesys has a serious level of science to understanding speech for improving customer insight & interactions.” - Ventana Research
“Genesys’ solutions understand and predict customer behavior in ways never before possible.” - Datamonitor
“Genesys is leading a new charge in Performance Management through its turnkey, closed-loop, KPI-driven solution” - Frost and Sullivan
“The use of viable speech analytics tools can turn what was a necessary overhead into a strategic goldmine.” – Gartner
“Genesys’ domain expertise and laser focus on Speech Analytics are key differentiators in helping customers attain significant business benefits within a relatively short period of time.” – Frost & Sullivan
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Marquee Customers
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Recently Signed Speech Analytics Customers
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Today’s Industry Demands
Main Business Needs Performance Optimization
Trends and Agent Behavior
Operating Metrics (FCR, AHT)
Lifetime Customer Value
Sell/Up-sell
Customer Retention
Customer Experience
Optimize service delivery (process; channel)
CSAT/NPS Impact (complaints mgmt)
VoC and Quality
Compliance and Regulation
Review – Verify – Confirm/Audit
Regulatory Management
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YOUR Interests and Opportunities (YOUR goals this year?)
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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….what’s going to help make the difference for YOU?
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Customer Analytics addressable items
Risk management
Identification validation
Regulatory scripting
Transaction monitoring
Automated analysis
Labor analysis reduction
Direct risk alerts
Dispute analysis
Data protection
End to end interaction view
Satisfaction monitoring
Dissatisfaction alerts
Satisfaction vs. Products
Satisfaction vs. Feedback
Agent empathy / probing
Solidness in solving requests
Churn reduction tactics
Customer efforts
Service vs. retention
Promotions vs. feedback
Interaction handling
Knowledge skills
Skill usage/timing
Silence/hold times
Call back detection
Self service topics
Targeted coaching
Quality scoring
Coaching sessions
Best practice sharing
Regulatory Satisfaction Performance
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Survey CRM HR ACD CTI IVR VOIP TDMA
Recorded Calls Call Session Data Structured Data
Email Chat SMS
Text Interactions
Social
Conversation Driven WFO and VOC
Speech Analytics Product Overview Sales
Improvement First Call
Resolution Call Volume Reduction
Customer Satisfaction
Collections Optimization
Handle Time Optimization
Compliance Management
Customer Retention
Genesys Connectors
Conversation
Data
Genesys Conversation Analytics Platform
Applications
Personalized Dashboards
Reporting Analytics
Tools Search
Quality Management
Coaching
Speech Analytics Text Analytics
Speech Analytics Overview
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Your Company
Your Customer
{per year} 75,000 Tweets 50,000 Mentions 10,000 Complaints 15,000,000 Calls 250,000 Emails 180,000 Chats
Too Many Conversations to Review Manually
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Customer Care
Workforce Optimization
(WFO)
Improve Agent Efficiency
Increase Sales Opportunities
Reduce Customer Churn
Act on Customer Feedback
Optimize Compliance
Opportunities Are Hidden in Conversations
Your Company
Your Customer
Contact Center
Manager
Supervisor
Customer Service
Rep
VP Customer
Care
VP Marketing
VP Product Mgmt.
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Traditional Workforce Optimization
Historical Reports Customer Surveys
Random Sampling
Call Recordings
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Recorded Calls
Connectors
Verint Etc… NICE
Text Interactions
Email Chat Social Media
Quality Management Coaching
Analytics-Driven Applications
Closing the Gaps in the Evaluation Process
Speech Analytics Text Analytics
Cross-Channel Conversation Understanding
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Conversation Processing
Conversation Analytics
Call Recordings
Workforce Optimization Driven by Analytics
Workforce Optimization
Conversation Understanding
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Analytics-Driven Workflows
Cloud On-Premise Hybrid
Routing
Mobile
WFO
Desktop
Social Engagement
Collaboration
IVR
Campaigns Web
SMS
Speech Analytics 101: Available Technologies …and the Genesys Difference
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book morning now they i help you can the billing question they tick two the provider sure put transferring flue cow please hold
book morning now they i help you can the billing question they tick two the provider sure put transferring flue cow please hold
good morning. how may i help you. i have a billing question. may i speak to a supervisor. sure i am transferring you right now please hold.
Phonetics
Speech to Text (LVCSR)
Speech-to-Phrase Recognition™
g o k b u r n n g h o q w y i h u l k you i h e v e a b I k l I n q e e t I y o n w a y i s t e a t o a supervisor s h u r i a w t r n h f h r r z n g y u h r I w h t f o q e hold
g o k b u r n n g h o q w y i h u l k you i h e v e a b I k l I n q e e t I y o n w a y i s t e a t o a supervisor s h u r i a w t r n h f h r r z n g y u h r I w l e a q e hold
how may I help you how may I help you I have a billing question how may I help you I have a billing question May I speak to a supervisor
how may I help you I have a billing question May I speak to a supervisor I am transferring you
book morning how may I help you I have a billing question May I speak to a supervisor sure I am transferring you please hold
+ Speech to Text (LVCSR)
The “Truth”
(what was actually said during the conversation)
Three Approaches to Speech Analytics
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Data Reliability and Business Impact
Phrase-Based
Deliberate Listening
Speech-to-
Text Phonetic
Unit of Speech
Recognition Phrase Word Phoneme
Tuned to the same high accuracy (80-90 %), what is the detection rate?
Detection 70%-80%+ 10%-30% 5%-15%
Two Critical Parameters:
Accuracy: The % of results that were correct.
Detection Rate: The % of actual events found by the system.
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Search
Discovery
Three Main Use Cases
Categorization
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Speech to Text
Search
manager Recorded Conversations
Text Analytics
Your Company
Your Customer
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Automatic Discovery
I got the new phone model…it seems to be dropping calls frequently… I upgraded my account to a family plan because of the recent promotion on the family plan……..
I’m having trouble with my phone….the data service works fine but my new phone seems to drop calls…you guys should have thought of that sooner
I just recently bought the newest phone model…..the video camera is great…the internet service has been spotty…my new phone has been dropping a lot of calls…
Movers and Shakers
Term Percent Change
new phone dropping calls
one month free
they’re overcharging me
recent tv advertisement
broken product in mail
cancel my account
trouble with form on website
376.1%
25.8%
5.8%
-8.6%
-18.6%
-21.3%
-23.5%
Discovery Analytics
Speech to Text
Recorded Conversations
Text Analytics
Your Company
Your Customer
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Categorization
• Customer Dissatisfaction
• Contact Reason
• Where’s My Stuff?
• Billing Issue
• Etc…..
Topic Mapped Phrases
• I’m very upset
• This is ridiculous!
• That is poor customer service
Customer Dissatisfaction
Where’s My Stuff? • I haven’t received this shipment
• I should’ve received yesterday
• Where’s my order?
Billing Issue • I have a question about my bill
• Why am I being charged for….
• You’re overcharging me
Solution Demonstration (So Is this thing REAL???)
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Customer Case Studies
Saved $4 Million by automating its Quality Processes
Automated Quality/compliance and reduced labor costs
by 85%
Increased Revenues by more than 20%
Improved FCR by more than 18%
Increased Sales Conversion by 41%
Improved Collections by 24%
Increased Net Promoter Score by 10%
Reduced AHT by 12%, while exceeding CSAT and IR goals
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Why (Genesys) Speech Analytics in YOUR Business?
1. Business/Strategic decisions to be made require reliable and precise insights
2. Operational usage should have a focus on improvements, successes, trends and customer feedback
3. Capabilities to detect the end to end experience in various routing strategies
4. Found results require different types of actionable items to execute to Routing and WFO components
5. Detecting interaction context with a precise methodology and accurate detection rates
6. KPI strategic approach , What needs to be found is key to improve and optimize
7. Big data analysis requires a open approach to pull or push data across the enterprise we do support
8. More then a decade of deep engineering and development ,resulted in leading technology
9. Measure what you know about and get insights on area's you want to know about
10. Analytics is fundamental for managing Experience and Business Performance
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ROI and Clear Business Benefits
Superior
Technology
Impactful Products & Workflows
• Analytics Driven
• Unified
Results Driven People & Solutions
• Methodology
• KPI Focused
Lower
TCO
ROI
Superior
Technology
Impactful Products & Workflows
• Analytics Driven
• Unified
Results Driven People & Solutions
• Methodology
• KPI Focused
Lower
TCO
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Next Steps and Q & A
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thank you
+1 (760) 835-1905 (mobile) EST
Paul Beyer - Global Vice President, Analytics