driving value for utilities using speech analytics

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Vertex Centers

Vertex Clients

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Company• Technology Originated at Georgia Tech in 2000• Wholly-owned subsidiary NICE (NASDAQ: NICE)• Growing faster than market• Both Cloud and Premise-Based

Best-of-Breed for Customer Interaction Analytics• Innovator in the Market Place• Biggest and Most Meaningful Deployments• Outcome Based, Complete End-to-End Offering• Recognized by Majority of Analysts as Leader

Global Reach• Employees: 200+ Employees• HQ in Atlanta; offices in Dallas, Denver, London, Delhi• Technology supports over 40 languages

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*Nexidia provides the underlying technology platform, Vertex brings the application and industry expertise to extract value from the technology

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Speech Analytics allows us to more effectively answer critical questions, enabling actions to improve

contact center performance and the customer experience as well as enrollment and upsell efforts.

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Customer

Group A

Customer

Group B

Old Thresholds New Thresholds

75% in 2 Days

Balance in 10 Days

50% in 5 Days

Balance in 30 Days

50% in 8 Days

Balance in 15 Days

50% in 10 Days

Balance in 30 Days

Threshold Actual Threshold Actual

38.75% in 10 Days

Balance in 10 Days

47.75% in 5 Days

Balance in 30 Days

84.8% in ~7.5 Days

Balance in 15 Days

49.9% in ~7 Days

Balance in 30 Days

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0

10

20

30

40

50

60

# A

GEN

TS

OFFER RATE

Program Offer Rate Distribution

28%

10%

16% 14% 12% 10%

43%39%

44%

33% 36%

44%

0 - 6 Months 6 - 12Months

1 - 3 Years 3 - 5 Years 5 - 8 Years 8+ Years

Offer and Acceptance Rateby Agent Tenure

Offer Rate Acceptance Rate

All VDNs Outage Calls Accept Rate

Identified

Applicable

Calls for

Program

Offer Rate

Program

Accept

Query

Outage

Call

Query

Program

Offer

Query

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Business Objective Use Case Assumptions Benefit

Increase First-Call

Resolution

Identify repeat call drivers and root cause

Implement process, policy and training to reduce repeat calls

Cost per call: $4

# of calls deflected: 100k/year

$400K/year

Increase Program

Enrollment

Measure offers and accepts

Training and messaging improvements to increase enrollments

Reduction in paper bills: 5%

Cost per paper bill: $0.40

# of customers: 250k

# of bills per year: 12

$60K/year

Reduce Truck Rolls Identify skipped remote checks that can prevent unnecessary field visits Reduction in truck rolls: 5%

Cost per Truck Roll: $150

# of truck rolls per year: 10k

$1.375M /year

CSAT Improvement Identify behavior, process and policy issues driving customer frustration

J D Power certification for contact center

Ability to use Analytics to drive improvements

Reduce escalations & complaints

Enhance CSAT score

Improved

relationship with

PSC, reduce

customer effort

Increase Customer

Retention

For deregulated utilities, hone in on churn indicators to allow proactive and

strategic save campaigns

Margin per customer p.a. $350

# of cust: ~460,00

$588k / year

Enforce Regulatory and

Business Process

Compliance

Identify all situations when a documented process is not being followed,

allowing specific and actionable feedback for improvements

Achieve business

objectives

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Extracting value from speech analytics requires a unique combination of skills –

that is, it is part art and part science.

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Speech Analytics

Quarterly

Insight Review

July 7th, 2015

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