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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# 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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