Maintaining a Competitive Edge with Interaction Analysis

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Maintaining a Competitive Edge with Interaction Analysis"

Transcription

1 Explore Maintaining a Competitive Edge with Interaction Analysis Winner of the Frost & Sullivan 2007 Product Innovation Award Autonomy etalk White Paper

2 Maintaining a Competitive Edge with Interaction Analysis Oct 2007 Table of Contents Maintaining a Competitive Edge with Interaction Analysis 1 Sales 2 Customer Service 2 Marketing and Competitive Analysis 4 Operations 4 A Significant Cost-Savings 5 Leveraging Qfiniti Explore To Solve Business Problems 6 Explore ROI Quick View 7 Part of the Qfiniti Enterprise Solution 7 Publisher s Note: Information contained in this document is intended for guideline purposes only. Autonomy etalk product documentation supersedes information contained in this document. The situations described in this document are offered as examples; actual configurations and results will vary from system to system. Proprietary and Confidential to Autonomy etalk.

3 Maintaining a Competitive Edge with Interaction Analysis Customer service has rapidly become a significant competitive differentiator in today s fast-paced and demanding marketplace. Whether clients are contacting businesses through retail stores, the internet, or via phone, organizations are constantly being held to higher standards as customers compare them to the last positive service experience they have had, regardless of industry or country. Ensuring optimum service requires that all divisions of the organization maintain focus on the customer experience, which can be affected by interactions with company personnel, operations, corporate procedures, or products and services being delivered. To understand the issues that affect customer perceptions, companies need tools that monitor and analyze customer interactions with the business. Autonomy etalk s multi-channel interaction analysis solution, Qfiniti Explore, extends across multiple customer channels phone, , and chat to help identify and address customer needs, product opinions, agent performance, and operational issues. By utilizing a speech engine to process contact center interactions based on their contextual meaning, Qfiniti Explore enables users to uncover emerging contact center trends, tag customers for sales and marketing promotions, identify agent training opportunities, and deliver insight for performance and operational improvements. This paper discusses the numerous advantages of leveraging multi-channel interaction analysis across departments in the organization, which can ultimately lead to reduced customer churn, improved loyalty, and increased revenue. Data from Speech Analytics Tool Operations review - including KPIs, project status, etc Operations Data Flow Executive Data Flow Agent Centric Business Centric AHT, ACW, ASA, Adherence, Quality monitoring, CSAT, irate customers, happy customers, CRM, Customer preferences Intranet Legal Litigation-suit against organization Sales Status of product/ service, price objects Marketing Customer s reaction to marketing campaigns, buying behaviors, demographics, CSAT, customer loyalty Executive management develops strategy based on operational data, shareholders input, etc Manufacturing Accounting Human Resources Product defects, status of product delivery Billing questions, invoice disputes, payment terms, statement questions Irate employees, performance plans, explanation of benefits Figure 1: Speech Analytics: Sharing Contact Center Information with the Rest of the Business Maintaining a Competitive Edge with Interaction Analysis 1

4 Sales An organization s revenue is directly linked to the effectiveness of its sales team. That is why it is critical for the contact center to optimize sales opportunities by enabling agents to understand and respond to the needs of the customer. By analyzing a contact center s recorded conversations, Qfiniti Explore can quickly identify customer trends, including their previous behaviors, emotional inclinations, and preferred modes of communication. This helps contact center managers and agents develop communication and sales methods that meet the expectations of the customer. It is also imperative that managers have the ability to leverage recorded interactions to coach and train agents on successful sales techniques. For example, Explore can locate model interactions to demonstrate positive and negative sales interactions, helping agents recognize and pursue cross-selling and up-selling opportunities. By delivering direct and accessible knowledge, Explore enables agents to effectively communicate with customers and achieve critical sales. Investigating Agent Performance A mortgage company utilized Explore to learn if agents were following the proper referral and verification procedures they had been taught. Specifically, contact center managers wanted to know if the agents were referring customers to the website and asking for all of the correct identity verification information from the customer, including their name, address, and account number. By utilizing both direct searches and Explore s script adherence functionality, users could easily identify instances where these procedures were not taking place during the interaction and address the problems with coaching and training programs specifically targeted to sales verifications. The company additionally used Explore to investigate whether the agents on their collections team were using improper tactics to get customers to make a payment. Managers performed Smart View searches for calls that contained phrases the agents were not allowed to use, such as foreclosure and grace period. They also performed searches for calls in which a customer expressed that they were being harassed or threatened. Finding calls in which the agents were using inappropriate language enabled managers to quickly identify at-risk agents, poor scripts, and faulty collections procedures. Qfiniti Explore also simplifies the management of liability and risk in a sales or collections environment. Through script adherence, conceptual search and trend analysis, managers can easily monitor agents interactions, verify sales transactions, resolve customer disputes, and predict a customers behavior. For example, Qfiniti Explore s sentiment analysis capability can detect heightened stress levels in a customer, which can indicate if that individual is likely to default on a payment. This technology is also invaluable in helping businesses identify inconsistent or fraudulent transactions. Customer Service In order to keep customers satisfied, organizations require solutions that enable them to easily recognize and address performance issues in the contact center. Explore can enhance quality assurance by quickly retrieving specific types of calls needed for agent evaluations, coaching, and training programs. Explore automatically retrieves calls based on the defined criteria, reducing the amount of time needed for call searches and calibration. For example, one Autonomy etalk client reduced a weekly calibration session search from two hours to 10 minutes with Explore. Over the course of a year, this one item could save almost 100 hours in quality assurance productivity. Explore also lets users refine search criteria by the day, agent, type of call, and other metadata, resulting in more accurate results that can be utilized. 2 Proprietary and Confidential to Autonomy etalk.

5 Example ROI for Quality Management Manual Search for Call to Evaluate Total number of agents per supervisor 20 Total number of calls to evaluate per agent per month 5 Total number of calls being evaluated for all agents 100 Total minutes needed to find and listen to a coachable call 1 30 Total minutes under review each month 3,000 Cost per hour per supervisor (Fully Burdened Rate, i.e. hourly wage + benefits) 2 $ 37.5 Total Cost per year per Supervisor $22,500 1 Manual search assumes that supervisor has used metadata alone to find call samples, and requires listening to several calls to find appropriate calls for quality evaluation. This is an estimated average across industries and assumes specific criteria are needed for an appropriate call to evaluate. 2 Based on data from the Global Benchmarking Council - The Evolving Role of the Contact Center Manager Automated Search with Explore for Call to Evaluate Total number of agents per supervisor 20 Total number of calls to evaluate per agent per month 5 Total number of calls under supervision for all agents 100 Total minutes needed to find and listen to a coachable call 3 10 Total minutes under review each month 1,000 Cost per hour per supervisor (Fully Burdened Rate) $37.5 Total Cost per year per Supervisor $7,500 Total Savings per Supervisor $15,000 Total Savings per Year for 200 Agent Center $150,000 3 Explore uses a combination of metadata and conceptual search to find appropriate call samples for quality evaluation, eliminating the need to listen to several calls for a single evaluation. While most organizations have processes in place for evaluating agent performance at regular intervals, few have the ability to identify and address problems as they occur. Using Explore, contact center managers can be alerted to performance issues as they arise. This is primarily achieved through Explore s script adherence feature, which compares the agent conversation with a model script that is ingested into the system. Explore can retrieve recorded calls that do not contain enough of the script, or immediately notify a supervisor when an agent does not follow script. Explore s trending features additionally identify unknown trends that are not picked up by script adherence matches. One Autonomy etalk client reduced a weekly calibration session search from two hours to 10 minutes with Explore. Over the course of a year, this one item could save almost 100 hours in quality assurance productivity. Explore also delivers root cause analysis functionality to uncover the source of low or inconsistent evaluation scores, frequent script deviation, or poor customer feedback. This can be done by mining calls linked to agents evaluations, survey responses, or script adherence matches. By understanding the underlying causes of certain agent behaviors, managers can tailor coaching and training programs to the specific needs of their agents. The timely resolution of performance problems results in more confident agents, reduced call times, and improved customer satisfaction. Maintaining a Competitive Edge with Interaction Analysis 3

6 Marketing and Competitive Analysis By understanding customer behaviors, market trends, and competitive information, businesses can effectively evaluate marketing campaigns, create promotions, and utilize new channels of communication. Leveraging Explore, the business can measure the success or failure of a current promotion and shed light on hidden benefits or unknown problems. Features like sentiment analysis and clustering can also reveal which types of communications, marketing promotions, and sales incentives are the most successful with particular customers. By uncovering buying trends, past responses, and emotional inclinations, Explore helps the organization understand and predict future customer behavior. Businesses can use this customer insight to enhance future marketing programs as well as to improve sales initiatives, product development, and operational performance. Explore additionally delivers current competitive, product, and market trends directly to the contact center, enabling the business to maintain a competitive edge in a quickly changing market. Understanding Customer Behavior and Competitive Trends An outsourcing company leveraged Explore to understand why wireless communications customers were refusing to upgrade to a new wireless plan. By performing a search in Explore, contact center managers discovered that customers calling into the contact center were mentioning the rate plans of three competitors. Further investigation showed that customers perceived one competitor as substandard, and claimed another competitor offered a better plan for the same price. Another search in Explore revealed further customer concerns about the rate plans that were offered. By analyzing calls in which customers did not agree to sign up for a new plan, Explore uncovered concerns that the customers would not be able to carry over unused minutes to the new plan. This prompted the organization to evaluate the rate plans and the way they were being promoted both within and outside of the contact center. Operations Contact centers are often so tightly focused on coaching and training that they overlook why customers are calling in the first place. Qfiniti Explore s real-time analytics enable contact center managers to see beyond agent performance issues and gain knowledge of what truly impacts customer satisfaction and loyalty. By leveraging Qfiniti Explore, organizations can gain a deeper understanding of customers attitudes, behaviors, and intentions, allowing users to target customer service, marketing and sales, and product and service initiatives toward more specific customer needs. Explore enables this by uncovering emerging or common issues that directly affect a customer s satisfaction level. This functionality provides contact center managers with more targeted training material and alerts the business to unknown issues, such as a product or service failure. As a result, agents are better equipped to handle customer questions while the business can expedite the resolution of critical issues. Qfiniti Explore additionally helps protect the organization from risk and liability by automatically locating and retrieving information for regulatory compliance, fraud detection, customer disputes, and legal discovery. Explore s conceptual search capabilities return faster and more accurate results when a query is initiated, enabling organizations to more quickly prove compliance, verify sales, or turn over electronic information for litigation. In addition, Explore can alert users to real-time occurrences of non-compliance, such as an agent deviating from script, while trend and sentiment analysis can quickly uncover inconsistent or fraudulent activities. Explore s unsurpassed accuracy and speed allows organizations to address internal problems, from product issues to fraud, as quickly as possible. 4 Proprietary and Confidential to Autonomy etalk.

7 Uncovering Root Cause Analysis and Operational Issues A hospitality provider used Explore to understand why their agents were receiving low customer satisfaction scores, even though they had excellent evaluation scores. By utilizing Qfiniti Explore, the organization not only learned the reason their agents were receiving poor customer feedback, but also discovered an unknown operational issue that needed to be addressed. By analyzing the calls for those agents that received low satisfaction scores, Explore revealed that all the calls had the same common topic of website reservations. Playing back the calls additionally showed that customers were experiencing problems with the website while trying to make an online reservation. As a result of their frustration with the website, customers were unfairly giving the agents low scores on their customer service. These problems were further affecting contact center productivity metrics since the self-service channel was not performing its function effectively. A Significant Cost-Savings At the most fundamental level, Explore delivers a significant cost savings to businesses by alleviating the need to manually play back all of the calls recorded in the contact center. Explore automates this process by transcribing, indexing, and organizing calls based on the discussed concepts. This enables users to immediately find and play back only the calls they need. This ability consequently reduces the number of individuals needed to listen to and categorize calls, allowing the business to utilize resources in more significant roles in the contact center. This savings is particularly evident when a sample of a particular type of call is required, such as with process improvement initiatives or program reviews by management. To achieve statistically valid samples, as would be required for six sigma projects for example, a percentage of the overall total numbers of calls may be required to review in order to find specific examples. The cost to obtain these samples increases with the scope or size of the organization. The example below shows a conservative example of the cost to obtain one sample and the savings realized from using Qfiniti Explore to automatically find these samples. Finding Sample Calls for Projects/Programs Manual Explore Number of sample calls required Number of calls to review to obtain appropriate sample call Total number of calls requiring review to obtain sample calls Total time to load/listen to each call (minutes) Total number of minutes to find sample Average compensation/hour supervisor (Fully Burdened Rate) $37.5 $37.5 Supervisor cost to develop sample $4,688 $125 Saving per project: $4,563 Number projects per year requiring samples: 20 Total productivity savings per year: $91,250 1 Depending on the type of samples needed and the percent of the overall call population, an individual may have to manually listen to much more than 15 calls before finding the appropriate recording. The Explore example conservatively assumes that 1out of every 2 samples returned will be appropriate. 2 With Explore, users link directly to the desired search audio, eliminating the need to playback the entire call Maintaining a Competitive Edge with Interaction Analysis 5

8 Leveraging Qfiniti Explore To Solve Business Problems Qfiniti Explore delivers several features that can help contact centers and businesses effectively take advantage of its conceptual searching and trend-spotting capabilities. By alerting managers to coaching and training opportunities, as well as root cause analysis, these features enable the contact center to improve customer service, reduce call times, and improve overall satisfaction. In addition, Explore can provide critical information on customer, product, service, operational, market, or competitive issues that can drastically improve a business sales and marketing programs and product and service offerings. Conceptual Search Explore automatically retrieves calls conceptually and contextually related to the initial query. This returns more accurate results than basic word-spotting techniques. This type of search enables the contact center or business to solve a specific business problem, such as locating all the calls in which a customer canceled service. Script Adherence By comparing a model script against an agent conversation, Explore can identify calls that do not contain an acceptable amount of the script. This functionality allows managers to ensure regulatory compliance, verify sales transactions, and monitor cross-selling and up-selling opportunities. Alerting Alerting capabilities notify users as new content becomes available, expediting the delivery of crucial information. Alerting delivers instant notification for coaching, sales opportunities, marketing, or investigation, enabling contact center managers to take action in a timely manner. This can help reduce the amount of missed sales or marketing opportunities. Trend Identification Qfiniti Explore automatically groups calls that contain similar concepts, even if the calls do not contain the same keywords, to reveal previously unknown trends or issues. This feature also alerts end-users to emerging customer, operational, and performance-related trends. Sentiment Analysis Search results can be refined based on heightened emotion during a call. Sentiment analysis can help identify angry callers, heightened stress levels, or other emotional factors that may affect customer satisfaction. Sentiment analysis can help agents identify and respond to emotional customers, alert managers to fraudulent activities, and provide root cause analysis for poor survey responses. Hot and Breaking The Hot and Breaking feature of Explore allows a user to visualize new and breaking subjects in the center without prior definition. By delivering real-time information on marketing, competitive, or product trends, this solution enables businesses to quickly tailor their offerings to the needs of the market. Autonomy etalk s development has included a focus on moving the analysis of call center data beyond the center itself. What begins with call center operations (QM) quickly becomes a tool for managing performance and feeding back ideas for improvement (performance management) and then, in the latest iteration, becomes a critical vehicle for analyzing multiple customer contact channels for deeper insight. Frost & Sullivan 6 Proprietary and Confidential to Autonomy etalk.

9 Explore ROI Quick View Speech Analytics Need Primary Industries Explore Feature(s) Benefit(s) Compliance and ediscovery Financial Services, Healthcare, Insurance Enterprise Search Automatic Call Retrieval Multi-Channel Analysis Automatic and transparent retrieval of calls from a local, remote, or archived repository of voice and text based interactions ensures every interaction is processed in a timely manner. Fraud Detection Financial Services, Insurance Sentiment Analysis Trend Identification Reveals inconsistent behavior from both customers and agents to help detect and reduce fraud, identity theft, and inconsistent activities. Dispute Resolution Financial Services, Healthcare, Insurance Conceptual Search Retrieves calls conceptually related to the initial query, providing more precise and accurate results for quick resolution. Marketing and Competitive Analysis Telecom, Retail, Hospitality Hot and Breaking Alerts Real-time delivery of relevant information ensures the business stays up to date on their customers, competitors, and the market. Sales Optimization Retail, Hospitality, Telecom Trend Identification Sentiment Analysis Managers can target agent training to cross selling and up selling based on missed opportunities and customer trends Customer Service Telecom, Retail, Insurance, Healthcare Agent Script Adherence Conceptual Search Trend Identification Agents can be monitored at any time to ensure they adhere to scripts to provide complete and courteous service. Trend-spotting notifies supervisors immediately of inconsistent or inappropriate behavior and identifies unknown coaching opportunities. Collections and Sales Verifications Utilities, Financial Services, Insurance Conceptual Search Script Adherence Sentiment Analysis Managers can ensure agents follow the correct procedures for verifying sales and collecting payment as well as identify customers who are at risk defaulting. Operational Performance Telecom, Financial Services, Retail Trend Identification Sentiment Analysis Alerts The business is alerted to customer, operational, or performance issues as they arise, enabling quick resolution of critical issues before they escalate. Part of the Qfiniti Enterprise Solution Qfiniti Enterprise delivers a unified, centrally managed platform for multi-channel interaction analysis, real-time agent support, and contact center performance management. By automatically delivering relevant and accessible customer intelligence to the organization, this solution enables businesses to understand the meaning of customer interactions and deliver outstanding customer service across the globe. Qfiniti Observe - Call and desktop recording for quality/compliance Qfiniti Explore - Automated customer communication analysis Qfiniti Assist - Automatic information assistance Qfiniti Survey - Integrated customer satisfaction survey Qfiniti Advise - Scoring and measurement for evaluation Qfiniti Expert - On-line agent coaching and training Maintaining a Competitive Edge with Interaction Analysis 7

10 Main Phone: or US Sales: Europe Sales: +44 (0) Asia-Pacific Sales: Latin American Sales: Copyright 2007 Autonomy etalk Corporation. All rights reserved. Other trademarks are registered trademarks and the properties of their respective owners. Product specifications and features are subject to change without notice.

NICE MULTI-CHANNEL INTERACTION ANALYTICS

NICE MULTI-CHANNEL INTERACTION ANALYTICS NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle

More information

Autonomy etalk White Paper. Optimizing Customer Feedback: Executing a Valuable Post-Call Survey

Autonomy etalk White Paper. Optimizing Customer Feedback: Executing a Valuable Post-Call Survey Autonomy etalk White Paper Optimizing Customer Feedback: Executing a Valuable Post-Call Survey Proprietary and Confidential to Autonomy etalk. Optimizing Customer Feedback: Executing a Valuable Post-Call

More information

Analytics-driven Workforce Optimization

Analytics-driven Workforce Optimization Analytics-driven Workforce Optimization > What if your organization could improve everything about how it delivers customer service? What if you could serve customers better and more cost effectively while

More information

Engage your customers

Engage your customers Business white paper Engage your customers HP Autonomy s Customer Experience Management market offering Table of contents 3 Introduction 3 The customer experience includes every interaction 3 Leveraging

More information

Table of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4

Table of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4 Table of Contents Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3 How Real-Time Monitoring Works... 4 Putting Real-Time Monitoring Into Action... 5 The Impact of Real-Time Monitoring...

More information

Call Recording and Speech Analytics Will Transform Your Business:

Call Recording and Speech Analytics Will Transform Your Business: Easily Discover the Conversations Call Recording and Speech Analytics Will Transform Your Business: Seven Common Business Goals and Speech Analytics Solutions Published January 2012 www.mycallfinder.com

More information

At a recent industry conference, global

At a recent industry conference, global Harnessing Big Data to Improve Customer Service By Marty Tibbitts The goal is to apply analytics methods that move beyond customer satisfaction to nurturing customer loyalty by more deeply understanding

More information

Multichannel analytics and discovery

Multichannel analytics and discovery Brochure Multichannel analytics and discovery Gain greater insight with Multichannel Discovery from HP Autonomy A better way to understand multichannel activity Autonomy ExploreCloud highlights Social

More information

7 Best Practices for Speech Analytics. Autonomy White Paper

7 Best Practices for Speech Analytics. Autonomy White Paper 7 Best Practices for Speech Analytics Autonomy White Paper Index Executive Summary 1 Best Practice #1: Prioritize Efforts 1 Best Practice #2: Think Contextually to Get to the Root Cause 1 Best Practice

More information

Deliver outstanding customer service

Deliver outstanding customer service Brochure Deliver outstanding customer service Autonomy Qfiniti an intelligent platform for customer contact centers Brochure Autonomy Qfiniti Highlights Single platform for call and screen recording, agent

More information

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

Workforce Optimization

Workforce Optimization Workforce Optimization What if your organization could improve everything about how it delivers customer service? What if you could serve customers better and more cost effectively while mining valuable

More information

Business Process Services. White Paper. Managing Customer Experience: Strategies for Success

Business Process Services. White Paper. Managing Customer Experience: Strategies for Success Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and

More information

SUSTAINING COMPETITIVE DIFFERENTIATION

SUSTAINING COMPETITIVE DIFFERENTIATION SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec

More information

ABSTRACT. 2015-2016 Speech and Text Analytics Product and Market Report

ABSTRACT. 2015-2016 Speech and Text Analytics Product and Market Report ABSTRACT 2015-2016 Speech and Text Analytics Product and Market Report 1 DMG Consulting s tenth annual report on the speech analytics market has been expanded to include coverage of the text analytics

More information

Effectively Using Your Data for Customer Retention

Effectively Using Your Data for Customer Retention Effectively Using Your Data for Customer Retention Your Goal May Be First Call Resolution, But Having a Second Call Treatment Plan is Essential Written By: Bob Brittan B2 Consulting Contents First Call

More information

The Evolution of Quality Monitoring. How Technology Can Enhance the Effectiveness of Quality Monitoring Programs

The Evolution of Quality Monitoring. How Technology Can Enhance the Effectiveness of Quality Monitoring Programs The Evolution of Quality Monitoring How Technology Can Enhance the Effectiveness of Quality Monitoring Programs Table of Contents Introduction... 1 The Quality Monitoring Process... 2 Process Overview...

More information

KnoahSoft Harmony TM Suite. Because Not All Agents are Created Equal

KnoahSoft Harmony TM Suite. Because Not All Agents are Created Equal KnoahSoft Harmony TM Suite Because Not All Agents are Created Equal Performance management is not just software; it is a mindset that permeates the entire solution. When performance management tools are

More information

Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics. Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC

Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics. Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC Industry and Consumer Trends Driving Change in the Market

More information

NICE PERFORM ANALYTICS SUITE

NICE PERFORM ANALYTICS SUITE NICE PERFORM ANALYTICS SUITE Insight from Interactions EXTRACTING THE VALUE FROM INTERACTIONS Every day, millions of vital business interactions take place around the world, as organizations interact with

More information

NICE Systems and Avaya provide businesses with Insight from Interactions

NICE Systems and Avaya provide businesses with Insight from Interactions IP Telephony Contact Centers Mobility Services OVERVIEW NICE Systems and Avaya provide businesses with Insight from Interactions Supports Avaya Communication Manager Application Enablement Services (AES)

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,

More information

Leverage Customer Data 5 to Improve Customer Experience About Us 7. Whitepaper

Leverage Customer Data 5 to Improve Customer Experience About Us 7. Whitepaper Introduction 2 Break Down Silos Between Contact 3 Center and CRM Data Use Data Analytics to Improve Contact Center 4 Performance and Customer Experience Leverage Customer Data 5 to Improve Customer Experience

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Beyond Call Recording and Quality Assurance: How Businesses are Using Speech Analytics to Close Critical Knowledge Gaps

Beyond Call Recording and Quality Assurance: How Businesses are Using Speech Analytics to Close Critical Knowledge Gaps Easily Discover the Conversations Beyond Call Recording and Quality Assurance: How Businesses are Using Speech Analytics to Close Critical Knowledge Gaps Published February 2013 www.mycallfinder.com CallFinder

More information

How-to Guide: Top Ways to Improve Contact Center Performance

How-to Guide: Top Ways to Improve Contact Center Performance Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship

More information

Table of Contents. Executive Summary... 3 The Power of Information... 3. How Contact Analytics Works... 4

Table of Contents. Executive Summary... 3 The Power of Information... 3. How Contact Analytics Works... 4 Table of Contents Executive Summary... 3 The Power of Information... 3 How Contact Analytics Works... 4 Case Study Using Speech Analytics to Predict Churn... 6 Improving Customer Satisfaction... 10 Optimizing

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

The Customer Experience:

The Customer Experience: The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged

More information

Overview, Goals, & Introductions

Overview, Goals, & Introductions Improving the Retail Experience with Predictive Analytics www.spss.com/perspectives Overview, Goals, & Introductions Goal: To present the Retail Business Maturity Model Equip you with a plan of attack

More information

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.

More information

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions NEXT GENERATION MULTI CHANNEL CONTACT CENTER PLATFORM Being a vital link to the customers they serve, Contact Centers

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Decision Matrix: selecting a speech analytics vendor

Decision Matrix: selecting a speech analytics vendor SELECTING A SPEECH ANALYTICS VENDOR 1 Decision Matrix: selecting a speech analytics vendor An excerpt from Ovum s report, OVUM052492 Executive summary In a nutshell This Ovum report explores the dynamics

More information

Module. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform

Module. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Module Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Delight your customers by providing them with highly effective and consistent call center experiences. Your customers

More information

Three proven methods to achieve a higher ROI from data mining

Three proven methods to achieve a higher ROI from data mining IBM SPSS Modeler Three proven methods to achieve a higher ROI from data mining Take your business results to the next level Highlights: Incorporate additional types of data in your predictive models By

More information

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business.

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business. Microsoft Dynamics CRM for Financial Services Making customers the heart of your business. In today s competitive financial services market the focus is the customer making sure the customer is at the

More information

Contact Center Performance Management Software

Contact Center Performance Management Software Markets, W. Close Research Note 7 March 2003 Contact Center Performance Software Enterprises face critical challenges in contact center management. Capitalizing on people, performance and analytics will

More information

Optimizing Customer Service in a Multi-Channel World

Optimizing Customer Service in a Multi-Channel World Optimizing Customer Service in a Multi-Channel World An Ovum White Paper sponsored by Genesys Publication Date: October 2010 Introduction The way in which customer service is delivered has changed. Customers

More information

The Power of Risk, Compliance & Security Management in SAP S/4HANA

The Power of Risk, Compliance & Security Management in SAP S/4HANA The Power of Risk, Compliance & Security Management in SAP S/4HANA OUR AGENDA Key Learnings Observations on Risk & Compliance Management Current State Current Challenges The SAP GRC and Security Solution

More information

Small Businesses Need Contact Centers to Deliver Great Service

Small Businesses Need Contact Centers to Deliver Great Service Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...

More information

WHITE PAPER. The Five Fundamentals of a Successful FCR Program

WHITE PAPER. The Five Fundamentals of a Successful FCR Program The Five Fundamentals of a Successful FCR Program April 2012 Executive Summary Industry analysts agree that First Contact Resolution (FCR) is the best way to measure the effectiveness of your contact center.

More information

2015-2016 Speech and Text Analytics Market Report and Consulting Services

2015-2016 Speech and Text Analytics Market Report and Consulting Services Brochure More information from http://www.researchandmarkets.com/reports/3287459/ 2015-2016 Speech and Text Analytics Market Report and Consulting Services Description: Speech and text analytics solutions

More information

Achieving customer loyalty with customer analytics

Achieving customer loyalty with customer analytics IBM Software Business Analytics Customer Analytics Achieving customer loyalty with customer analytics 2 Achieving customer loyalty with customer analytics Contents 2 Overview 3 Using satisfaction to drive

More information

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Niren Sirohi, Ph.D. Vice President, Predictive Analytics PAGE 2 Have you ever felt that you are usually

More information

We ll begin the webinar at approximately 1:01 pm EST.

We ll begin the webinar at approximately 1:01 pm EST. Beyond Surveys- Capturing the Real Customer Experience Martha Brooke We ll begin the webinar at approximately 1:01 pm EST. Brian LaRoche Today s Educational Webinar Beyond Surveys- Capturing the Real Customer

More information

Boost Profits with Better Marketing Analytics

Boost Profits with Better Marketing Analytics Boost Profits with Better Marketing Analytics Marketing Solutions for the Utilities Industry Publication Date: July, 2014 www.datamentors.com info@datamentors.com 01. Boost Profits with Better Marketing

More information

Transitioning from Old QA to New Analytics-Enabled Quality Assurance

Transitioning from Old QA to New Analytics-Enabled Quality Assurance Transitioning from Old QA to New Analytics-Enabled Quality Assurance Sponsored By: 1 Table of Contents Introduction...1 The New Analytics-Enabled QA Process...1 Benefits of Next-Generation QA Solutions...5

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

Speech Analytics at Florida Blue

Speech Analytics at Florida Blue Speech Analytics at Florida Blue BIOGRAPHY Tayo Odusanya IT Developer Florida Blue ( 10.5 Years) Advanced Analytics Consultant/Nexidia Voice Analytics SME Education: B.Sc. Electrical Engineering University

More information

IBM Content Analytics with Enterprise Search, Version 3.0

IBM Content Analytics with Enterprise Search, Version 3.0 IBM Content Analytics with Enterprise Search, Version 3.0 Highlights Enables greater accuracy and control over information with sophisticated natural language processing capabilities to deliver the right

More information

IBM Customer Experience Suite and Predictive Analytics

IBM Customer Experience Suite and Predictive Analytics IBM Customer Experience Suite and Predictive Analytics Introduction to the IBM Customer Experience Suite In order to help customers meet their exceptional web experience goals in the most efficient and

More information

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University.

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University. Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able

More information

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT KEY FEATURES Manage leads, configure vehicles, prepare quotes, submit invoice and process orders Capture customer, vehicle and service

More information

Advanced Analytics. The Way Forward for Businesses. Dr. Sujatha R Upadhyaya

Advanced Analytics. The Way Forward for Businesses. Dr. Sujatha R Upadhyaya Advanced Analytics The Way Forward for Businesses Dr. Sujatha R Upadhyaya Nov 2009 Advanced Analytics Adding Value to Every Business In this tough and competitive market, businesses are fighting to gain

More information

Using Analytics to Improve Your Interactions with Customers

Using Analytics to Improve Your Interactions with Customers Consulting Using Analytics to Improve Your Interactions with Customers By Mike McGuirk, Consulting Services Using Analytics to Improve Your Interactions with Customers The use of customer analytics across

More information

Experience Trumps All. Leveraging the Top Trends in Customer Service

Experience Trumps All. Leveraging the Top Trends in Customer Service Experience Trumps All Leveraging the Top Trends in Customer Service Table of Contents 03 The Changing Landscape of Omnichannel Service 05 Trend 1 The Social Media Explosion 07 Trend 2 Device Hopping 09

More information

ElegantJ BI. White Paper. Operational Business Intelligence (BI)

ElegantJ BI. White Paper. Operational Business Intelligence (BI) ElegantJ BI Simple. Smart. Strategic. ElegantJ BI White Paper Operational Business Intelligence (BI) Integrated Business Intelligence and Reporting for Performance Management, Operational Business Intelligence

More information

5Ways. to Put Your CRM Data to Work. for You and Your Customers

5Ways. to Put Your CRM Data to Work. for You and Your Customers 5Ways to Put Your CRM Data to Work for You and Your Customers Customer Relationship Management (CRM) solutions are becoming increasingly prevalent in today s organizations to collect and manage information

More information

Taking A Proactive Approach To Loyalty & Retention

Taking A Proactive Approach To Loyalty & Retention THE STATE OF Customer Analytics Taking A Proactive Approach To Loyalty & Retention By Kerry Doyle An Exclusive Research Report UBM TechWeb research conducted an online study of 339 marketing professionals

More information

Transforming your Contact Center Revenue Generating Hub

Transforming your Contact Center Revenue Generating Hub your Contact Center Revenue Generating Hub into a Abhishek Kumar, Senior General Manager, Contact Center, WNS Global Services Sales and Service Two Sides of the Same Coin in the Changed World Order Increasing

More information

Optimizing government and insurance claims management with IBM Case Manager

Optimizing government and insurance claims management with IBM Case Manager Enterprise Content Management Optimizing government and insurance claims management with IBM Case Manager Apply advanced case management capabilities from IBM to help ensure successful outcomes Highlights

More information

Smart Ways To Improve Contact Center Performance

Smart Ways To Improve Contact Center Performance Smart Ways To Improve Contact Center Performance The right technology helps measure what matters White Paper sponsored by Aligning Business and IT To Improve Performance Ventana Research 1900 South Norfolk

More information

Advanced Multichannel Order Management Solutions That Optimize Sales Performance

Advanced Multichannel Order Management Solutions That Optimize Sales Performance Advanced Multichannel Order Management Solutions That Optimize Sales Performance Analytics that help you make accurate, informed decisions Scalable and Vendor-Neutral; work with any service provider Over

More information

Call Center Glossary. Call Center Resources

Call Center Glossary. Call Center Resources Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.

More information

WHITE PAPER. CRM Evolved. Introducing the Era of Intelligent Engagement

WHITE PAPER. CRM Evolved. Introducing the Era of Intelligent Engagement WHITE PAPER CRM Evolved Introducing the Era of Intelligent Engagement November 2015 CRM Evolved Introduction Digital Transformation, a key focus of successful organizations, proves itself a business imperative,

More information

QlikView for Telecommunications. Delivering Unprecedented Customer Intelligence

QlikView for Telecommunications. Delivering Unprecedented Customer Intelligence QlikView for Telecommunications Delivering Unprecedented Customer Intelligence QlikView for Telecommunications: Delivering unprecedented Customer Intelligence Collaboration, visibility and efficiency:

More information

Compliance Management EFFECTIVE MULTI-CUSTODIAL COMPLIANCE AND SALES SURVEILLANCE

Compliance Management EFFECTIVE MULTI-CUSTODIAL COMPLIANCE AND SALES SURVEILLANCE Compliance Management EFFECTIVE MULTI-CUSTODIAL COMPLIANCE AND SALES SURVEILLANCE Broker-dealers that have implemented best practices consistently report that they have increased confidence in their ability

More information

RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE

RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE See what our customers have achieved with the Oracle Service Solution. 03 Introduction Serve Your Customers Anywhere - Multi-Channel

More information

The Road to a Better and More Profitable Customer Experience

The Road to a Better and More Profitable Customer Experience Analytics in the Contact Center The Road to a Better and More Profitable Customer Experience Table of Contents Introduction... 1 Contact Center Measurements Today... 1 What Analytics Can Do... 2 Customer

More information

Module. Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform

Module. Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform Module Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform Now you can exceed customer expectation and remove process roadblocks to focus on profit, while accelerating

More information

TABLE OF CONTENTS. Introduction: 3. Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5

TABLE OF CONTENTS. Introduction: 3. Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5 TABLE OF CONTENTS Introduction: 3 Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5 Finding #2: Most organizations do not believe their current

More information

Customer Care for High Value Customers:

Customer Care for High Value Customers: Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization

More information

Customer effectiveness

Customer effectiveness www.pwc.com/sap Customer effectiveness PwC SAP Consulting Services Advance your ability to win, keep and deepen relationships with your customers. Are your customers satisfied? How do you know? Five leading

More information

Speech Analytics. Whitepaper

Speech Analytics. Whitepaper Speech Analytics Whitepaper This document is property of ASC telecom AG. All rights reserved. Distribution or copying of this document is forbidden without permission of ASC. 1 Introduction Hearing the

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

Moving from Zero to 90 in 60 Seconds Your Contact Center on the Fast Track to Efficiency, Productivity, and Profitability

Moving from Zero to 90 in 60 Seconds Your Contact Center on the Fast Track to Efficiency, Productivity, and Profitability White Paper Moving from Zero to 90 in 60 Seconds Your Contact Center on the Fast Track to Efficiency, Productivity, and Profitability Executive Summary If your operations are comparable to those of the

More information

Ask the Customer Experience Experts

Ask the Customer Experience Experts 1 Ask the Customer Experience Experts How the sum of all experiences impacts the bottom line How would you define customer experience? Is it the same as customer service? Does it refer to an interaction

More information

Sponsored by. Contact Center Analytics Empower Enterprises

Sponsored by. Contact Center Analytics Empower Enterprises Sponsored by Contact Center Analytics Empower Enterprises Table of Contents Executive Summary... 1 The Changing Mission of Contact Centers... 1 Contact Center Goals... 1 Contact Center Analytics... 2 What

More information

The Customer Experience: the Journey from Good to Great

The Customer Experience: the Journey from Good to Great The Customer Experience: the Journey from Good to Great Richard Snow VP & Research Director Customer Engagement Ventana Research Karina Howell Solutions Marketing Manager Interactive Intelligence, Inc.

More information

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.5

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.5 Data Sheet Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.5 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile

More information

Improve first contact resolution, increase your bottom line

Improve first contact resolution, increase your bottom line Improve first contact resolution, increase your bottom line With customer contacts, the third time isn t a charm...it s a service failure. Reaching out over and over again in search of resolution is a

More information

Improve Contact Center Performance with Real-Time Metrics

Improve Contact Center Performance with Real-Time Metrics Improve Contact Center Performance with Real-Time Metrics May 10, 2013 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Lack of Real-Time Data and Guidance Impedes Contact Center

More information

Deliver a Superior Customer Experience. a social one.

Deliver a Superior Customer Experience. a social one. Social CRM Technology perspective on Business.. or the other way around? Daniel Burian CRM Presales Manager, Central Europe Deliver a Superior Customer Experience. a social one. As

More information

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE The Four Essentials of a Customer Experience Program www.nice.com WHERE CX PROGRAMS STUMBLE Many companies recognize the value of a customer experience (CX) program,

More information

Call Recording for Customer Retention and Superior Service

Call Recording for Customer Retention and Superior Service Call Recording for Customer Retention and Superior Service A Mitel Whitepaper August 2014 LEVERAGING SUPERIOR SERVICE AS A COMPETITIVE ADVANTAGE...3 THE PROFESSIONAL INTERACTION MANAGEMENT SOLUTION...3

More information

Three Tips for Measuring Voice in the Sea of Big Data. Tom Goodmanson President and CEO, Calabrio Inc.

Three Tips for Measuring Voice in the Sea of Big Data. Tom Goodmanson President and CEO, Calabrio Inc. Three Tips for Measuring Voice in the Sea of Big Data Tom Goodmanson President and CEO, Calabrio Inc. Introduction Measuring Voice in the Sea of Big Data Enterprises Turn to the Contact Center to Understand

More information

Automated quality assurance for contact centers

Automated quality assurance for contact centers Assuring Superior Customer Experience Automated quality assurance for contact centers Automated quality assurance for contact centers QA5 is a software solution for emotion detection, utilizing Nemesysco

More information

Connected Product Maturity Model

Connected Product Maturity Model White Paper Connected Product Maturity Model Achieve Innovation with Connected Capabilities What is M2M-ize? To M2Mize means to optimize business processes using machine data often accomplished by feeding

More information

Genesys Notification Center

Genesys Notification Center Genesys Notification Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Simplify Compliance: Self-service rules

More information

Improving contact center productivity and customer satisfaction with a proven portal solution.

Improving contact center productivity and customer satisfaction with a proven portal solution. Portal solutions for contact centers Executive brief January 2006 Improving contact center productivity and customer satisfaction with a proven portal solution. Page 2 Contents 2 Executive summary 3 Contact

More information

RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT

RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT Improving the Customer Experience While Reducing Operating Costs 1 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are

More information

Banking on Business Intelligence (BI)

Banking on Business Intelligence (BI) Banking on Business Intelligence (BI) Building a business case for the Kenyan Banking Sector The new banking environment in Kenya is all about differentiating banking products, increased choices, security

More information

THE STATE OF Social Media Analytics. How Leading Marketers Are Using Social Media Analytics

THE STATE OF Social Media Analytics. How Leading Marketers Are Using Social Media Analytics THE STATE OF Social Media Analytics May 2016 Getting to Know You: How Leading Marketers Are Using Social Media Analytics» Marketers are expanding their use of advanced social media analytics and combining

More information

Unified Communications Solution for Retail Industry

Unified Communications Solution for Retail Industry March 2014, HAPPIEST MINDS TECHNOLOGIES Unified Communications Solution for Retail Industry Author Sindhu Selvaraj SHARING. MINDFUL. INTEGRITY. LEARNING. EXCELLENCE. SOCIAL RESPONSIBILITY. Copyright Information

More information

Solve Your Toughest Challenges with Data Mining

Solve Your Toughest Challenges with Data Mining IBM Software Business Analytics IBM SPSS Modeler Solve Your Toughest Challenges with Data Mining Use predictive intelligence to make good decisions faster Solve Your Toughest Challenges with Data Mining

More information