speech analytics and real time impact solutions

Copyright Business Systems UK Limited 2011

Multi & Cross Channel Analytics, Real Time Impact and Real Time Speech Analytics

Speech Ana lyt ics

Rea l -T ime Speech Ana lyt ics

Mult i & Cross-Channel Ana lyt ics

Rea l -T ime Impact

© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

To give your business the power to address…

What Is Analytics Technology For ?...

Bus iness Growth

Both!!

Bus iness Prob lems


Interaction Quality

These are your excellent calls

These are your problematic calls

These are your average calls

Insight… How Good Is Yours?...N

um

ber

of

Inte

racti

on

s

High SatisfactionIncreased Loyalty

Wallet ShareProcess Efficiency

Lost customersIncreased costs

Low salesAdvisor attrition

Below AverageAbove Average Poor

Chances are, AVERAGE calls are being evaluated!

Good


What Are The Chances ?...

6,528,280,000,000,000,000:1


Eight Evaluations Per AdvisorPer Month

£3.47 per Evaluation

350 Advisors Evaluator Cost

116,592 Per Annum !

How Much Does A Sample View Cost?

Quality Monitoring

Process


How Much Would That Cost YOU ?...

AgentsMonthly

Evaluations Annual cost AgentsMonthly

Evaluations Annual cost

100 8 £33,312 600 8 £199,872

125 8 £41,640 700 8 £233,184

150 8 £49,968 800 8 £266,496

175 8 £58,296 900 8 £299,808

200 8 £66,624 1,000 8 £333,120

250 8 £83,280 2,000 8 £666,240

300 8 £99,936 3,000 8 £999,360

350 8 £116,592 4,000 8 £1,332,480

400 8 £133,248 5,000 8 £1,665,600

450 8 £149,904 10,000 8 £3,331,200

500 8 £166,560 20,000 8 £6,662,400


Adaptive Refinement

Extract Insights

InteractionCategorization Processing Modeling

Trends analysis Mining Root Cause Analysis

The Constant Analysis Process…

100% Interaction Analysis


Re a l -T i m e S p e e c h A n a l y t i c s


Guidance !

Real Time Guidance

Real-TimeSpeech

Analytics

Real-TimeAction

What is Real-Time Speech Analytics ? Analysis of audio conversations as they happen in Real-Time Identification of actionable situations and events Trigger of Real-Time guidance callouts Triggers of Supervisor alerts

Insight Based Business Rules

Real-TimeDecisioning

Real-Time Speech Analytics…

Agent

Customer

Supervisor Alert


Use Case Benefits

Hidden sales opportunities

Will the agent catch the opportunity??

“I’ll be happy to help you change your address.“

“Hi, I am moving in with my partner (we’re in November).I need to change my address.”

getting married

Stated Topic Hidden Opportunity

Handling Alert

Customer is getting married.

Offer: “We’ll Walk Down The Aisle With You”

Click here for campaign details

!We’ll Walk Down The Aisle With You

RTSA For Revenue Growth…

“By the way, do you know about our ‘We’ll Walk Down The Aisle With You’ package? We’ve created it for folks just like you, to help you have the best wedding possible.”


“My mobile phone bill is wrong again.I am very I need toand again about this!”

frustrated call again

Supervisor Alert !

Alert!Dissatisfied VIP

customer in station 383

Dissatisfaction Alert !

Satisfaction Alert!

Customer experience lower than required. Offer 1 month credit to compensate for less-than-desired service level.

“I really apologize Sir. I understand your frustration. First, I’d like to credit you for this month’s fee, then I’m going to ensure your problem is permanently resolved”.

RTSA For Customer Satisfaction…

Use Case Benefits

Customer Satisfaction Alert


M u l t i & C r o s s - C h a n n e l A n a l y t i c s


Multi-Channel• Ability to capture and\or analyze more than one channel of interactions • Does NOT indicate ability to view, analyze and measure interactions from

multiple sources in one holistic way• Does NOT include ability to combine insights from different channels to

gain cross-channel understanding

Cross-Channel• Ability to capture and analyze more than one channel of interactions and

provide holistic view and comprehensive insights based on multiple channels and the mobility across channels

So What’s The Difference?...


Less than 6%Would try these if

unsuccessful

VirtualAssistance

53%

14% 14%

26%

Email43%

53%

46%

36%

42%

21%

23%

Live rep viaphone44%43% Live Chat

23%

Standardmail33%

Automatedphone38%

Physical Location

55%

%

Company Website

64%

The Multi-Channel Journey…

Onlinecommunity

PhoneApplication

SMS


Non

Voi

ce

Dear DirectCom Online Service, I have a question about my most recent bill. I paid the full balance online in the amount of 47.61$ on February 16th. When I checked back the payment didn’t show up, and I was charged 50$ fee on top of that. This is not acceptable! The online payment confirmation number back the payment didn’t show up, and I was charged 50 and I was charged 50 and I was $ fee on top of that. This is not is 49733. Please verify and make sure I get the fee back to my account. This is not the first time I have a problem with the online payment. Best regards, Gina Lowell.

Spee

chO

ther

Sou

rces

Misinformed

Frustrating

This is the 2nd time I’m calling

Phone

Social Media

Chat

Email

Web

Phone Survey

Keywords and Topics

Talk Over Analysis

Emotion Detection

Call Flow Analysis

Misinformed

Frustrating

Desktop Analytics

Customer Demographics

Interaction History

Customer Feedback

Web Interaction Analytics

Keywords and Topics

Sentiment Analysis

Chat Response Time

CRM, BI Billing

The Real Time Impact Reach…


What Is The Value Opportunity ?…

Increase Revenues

Retain Customers

Maximise Wallet Share

Compliance Adherence

Maintain Highest Quality of Service

Build / Protect BrandAcquire Customers

Market Intelligence

Control Operational Costs


Let’s

Talk !

Progression Steps…

0800 458 2988www.businesssystemsuk.co

.uk

speech analytics and real time impact solutions

Technology

realtime speech analyticswhat

e s p e e c h

real timeimpact

qualityevaluator cost

analytics technology

multi cross channel

y t i c s

sample view cost