1 PROPRIETARY &
CONFIDENTIAL
HIDDEN IN PLAIN SIGHT:
UNCOVER THE REAL
CONVERSATION
David Lowy | VP, Product Management
2 PROPRIETARY &
CONFIDENTIAL
WHY?
We’re bridging the gap in basic interaction center
reporting and analytics by leveraging structured data and unstructured text.
2 PROPRIETARY &
CONFIDENTIAL
3 PROPRIETARY &
CONFIDENTIAL
STRUCTURED
DATA SOURCES
4 PROPRIETARY &
CONFIDENTIAL
OPERATIONAL
DATA
• AHT / FCR /
Concurrency
• Sales Conversion
• Disposition Codes
5 PROPRIETARY &
CONFIDENTIAL
CUSTOMER
SATISFACTION
DATA
• Survey Results
• Net Promoter Score
• Others
6 PROPRIETARY &
CONFIDENTIAL
PRODUCT /
SERVICES
SALES DATA
• Web Sales
• Live Interaction
Sales
• Post Interaction
Sales
• Revenue / Uplift
7 PROPRIETARY &
CONFIDENTIAL
THE POWER OF
COMBINED
ANALYTICS
7 PROPRIETARY &
CONFIDENTIAL
8 PROPRIETARY &
CONFIDENTIAL
CONTEXTUAL AWARENESS TEXT
ANALYTICS DRIVES INSIGHT
• How long do chat sessions take when the customer was talking about _______?
• How many emails does it take to resolve when the customer references _______?
• What are the key words customers mentions about _______?
• What is the customer sentiment change over a longer session?
9 PROPRIETARY &
CONFIDENTIAL
MODEL CUSTOMER
BEHAVIOR AND FLOW
• From web experience (self-service) to live
assistance
• Model intent versus actions
• Model proactive offers based on live interactions
• Dispositions and notes versus actual
conversation
10 PROPRIETARY &
CONFIDENTIAL
CONSUMERS
10 PROPRIETARY &
CONFIDENTIAL
11 PROPRIETARY &
CONFIDENTIAL
INTERACTION
CENTER
MANAGEMENT
• Cost reductions due to
deeper insights on
FCR, AHT, etc.
• Additional Agent
Training and Scoring
Analysis
• Self-service escalation
analysis
• Proactive Service Offer
models
12 PROPRIETARY &
CONFIDENTIAL
PRODUCT
MANAGEMENT
• Deeper analysis
interaction root
cause
• Customer query
trends
13 PROPRIETARY &
CONFIDENTIAL
WEB SALES
MANAGEMENT
• Self-service
escalation analysis
• Proactive Sales
Offer models
14 PROPRIETARY &
CONFIDENTIAL
MEGA
TRENDS
• Demand indicators
• Supply / inventory
management
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