W e b i n a r

F o u r w a y s t o i m p r o v e

C o n t a c t C e n t e r E f f e c t i v e n e s s i n 2 0 1 5

Sameer BhagatVice President - IT MicroSourcing

Umesh SachdevCEO & Co-Founder

Uniphore Software Systems

T h u r s d a y , 1 8 t h D e c e m b e r 2 0 1 4

1 1 . 3 0 a m I S T | 1 0 . 0 0 a m G S T | 2 p m M a n i l a T i m e

U n d e r s t a n d i n g

C o n t a c t C e n t e r E f f e c t i v e n e s s

ELEMENTS OF CONTACT CENTER EFFECTIVENESS

Customer Engagement Revenue Generation Regulatory Compliance

Process Compliance Agent QualityFraud / Risk

Management

CUSTOMER ENGAGEMENT

“Engaged customers are usually better

advocates of the brand and are more

loyal and more profitable”

Source: Gartner Highlights the Key Attributes of Customer Engagement

REVENUE GENERATION

“We have witnessed that a 10-15 percent increase in

AHT can lead to the drastic increase in net conversion

or incremental sales per day, which then adds up to

phenomenal increase in net incremental revenue and

profit margin from the contact center.”

Source: Transforming your Contact Center into a Revenue Generating Hub

REGULATORY COMPLIANCE

“Governmental regulation is an ever-increasing fact of

life for financial institutions. Driven by corporate

scandals, natural disasters, financial collapse, global

unrest, environmental concerns and public demand for

information privacy (or in some cases, disclosure), the

regulatory pressure on today's businesses continues to

increase”

Source: The Compliance Challenge for Financial Institutions

PROCESS COMPLIANCE

“… it is impossible to oversee (at all times) agent and

customer conversations for quality assurance, script

compliance, and measure the key performance

indicators set for each agent… agents risk failing their

customers, which inevitably leads to customer churn

and, worst of all, money being forfeited… “

Source: 5 Reasons Your Contact Center Needs Speech Analytics

AGENT QUALITY

“57 percent of consumers say companies are clueless;

it sometimes feels like the consumer knows more about

the company than the customer service agent.”

Source: Customer Experience Impact Report

FRAUD & RISK MANAGEMENT

“Financial institution call centers are losing an average

of $0.57 to fraud for each incoming call. For some large-

scale call centers, this can add up to ten million dollars

in fraud loss annually.”

Source: Why Can’t Call Center Representatives Stop Phone Fraud?

SUMMARY OF CONTACT CENTER CHALLENGES

The inability to systematically analyze large amounts of conversations

causes massive challenges:

Poor Quality Control: Poor customer experience, and inability to

analyze trends of Representative misconduct

Missed Opportunities for Extra Revenue: Inability to identify

relevant Cross-Sell, Up-Sell opportunities on a real-time basis

Higher risk: Inability to identify mis-selling and improper conduct

either real-time prohibits meaningful intervention

H o w a r e C o n t a c t C e n t e r s

m a n a g i n g t o d a y ?

HOW ARE CONTACT CENTERS MANAGING TODAY?

LIMITATIONS:

- Long delays between time audio is recorded and time it is transcribed and analyzed

- Extensive time and effort required for transcription

Transcribe audio data

LIMITATIONS:

- Often inaccurate and inconsistent (one review things a customer is satisfied, another doesn’t)

- High level of human resources required

Manual re-listening Limitations:

- High CapEx leading to spending in millions of dollars

- Accuracy levels are only at 70 to 75% levels

- ROI can be achieved only in 2 to 3 years

Engage Voice

Logger solutions

SOLUTION 1: SOLUTION 2:

To get control of tons of audio data, businesses devote extensive funds towards suboptimal solutions:

SOLUTION 3:

SO, WHAT CAN WE DO ABOUT THIS?

How can enterprises derive systematic,

meaningful insights from mass audio

recordings?

Can we avoid spending millions in CapEx and

achieve ROI in 3 to 6 months?

Is there a faster, more efficient way to get a systematic

perspective of my call center?

F o u r w a y s t o i m p r o v e C o n t a c t

C e n t e r E f f e c t i v e n e s s

FOUR WAYS TO IMPROVE CONTACT CENTER EFFECTIVENESS

To learn the four ways to improve contact center effectiveness, watch the full webcast online here:

http://speechmobility.uniphore.com/improve-

contact-center-effectiveness-Webinar

> Pioneer in Speech Recognition and Voice Biometrics solutions on Cloud (with2 Patent-pending innovations)

> India’s leading and only provider of commercially used Voice Biometricsplatform used for Banking and Payment Transactions.

> 7 years old with over 50 paying customers; 4.5 millions end users through ourenterprise customers

> Uniphore’s accolades so far include:

-Deloitte Technology Fast 50 (India) – 2014

-Featured in NASSCOM and F&S “Product Excellence Matrix” - 2014

-Gartner’s Cool Vendor Award – 2013

-Deloitte India’s Technology Fast 50) - 2012

-Frost & Sullivan’s Entrepreneurial Company of the Year - 2012

ABOUT UNIPHORE

T h a n k Yo u !

For more information, contact us at info@uniphore.com