Torquex Customer Engagement Analytics. End to End View of Customer Interactions and Operational Insights

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1 Torquex Customer Engagement Analytics End to End View of Customer Interactions and Operational Insights Rob Witthoft Torquex {Pty) Ltd 10/1/2015

2 Torquex Customer Engagement Analytics Torquex Customer Engagement Analytics End to End View of Customer Interactions and Operational Insights Introduction Customers are using more channels than ever to interact with your business, but what kind of experience are you providing them? Is it consistent and contextual? Do you have visibility into customer journeys that may span multiple channels, systems, and functional areas? And can you use this insight to enable and empower your employees, processes, and systems to enhance customer loyalty, engagement, and revenue? Torquex Customer Engagement Analytic (CEA) can help. Torquex CEA is a cloud based software and managed services solution is a robust analytics platform for capturing, analyzing, and correlating customer interactions, behaviors, and journeys across all channels, so you can gain a single view of the customer experience, pinpoint areas of opportunity and deficiency, and develop strategies to address them. channels and systems and consolidates it on an intuitive dashboard. Powerful visualizations provide an omnichannel/mutichannel view of customer journeys, revealing key drivers and root causes of consumer behavior and delivering Operational Insights and cross-channel metrics, such as customer effort and satisfaction. The Torquex CEA Platform aggregates activity that breaches acceptable thresholds, (Key Performance Indicators and Service Level Agreements) and this allows companies to monitor the total customer experience and provides opportunity for continuous process and behavioral improvement. The Torquex CEA achieves the desired outcome by re-assembling all the moving parts into a single view, by stitching the data together into a continuous stream of events. This requires collecting on-line or real-time operational data and assembling it into a data vault of temporary storage. This also requires intra-day or next day data collection which in turn produces real-time reporting and charting. It also highlights individual events (triggers exceptions). Torquex CEA captures customer, employee, transaction, and interaction data from different Page 2

3 Torquex Customer Engagement Analytics and distribute terabytes of valuable information every hour. By doing so TIE has the capacity to feed dashboards in real-time, send triggers and alerts when thresholds are breached and feed downstream enterprise data warehouses, operational data stores and real-time data analytics engines. TEA Productised and Scalable Torquex s CEA Platform can provide your organization with end-to-end views of customer journeys, prioritize customer episodes, operational insights and business outcomes. Evolve a Better Customer Experience Torquex CEA can ingest, analyze and transform disparate structured, unstructured and semistructured data from different channels and sources, including: - CRM systems and other Enterprise Applications - Voice channel audio and IVR activity - Survey responses - , chat, and social media text data - Web self-service data - Mobile app data - Case notes Torquex Ingestion Engine (TIE) TIE is a high functioning data gateway that collects massive volumes of data (structured, unstructured or semi structured) from across the entire enterprise then cleanses, transforms, compresses and encrypts the data before distributing to single or multiple destinations, at extreme speed (in excess of 100,000 records per second per single core). Powered by CR- X, TIE has the capacity to collect, cleanse, transform We understand that your organization is under pressure to realize value quickly. That s why we ve designed the Torquex CEA platform to easily scale, enabling you to add channels, key performance indicators, and operational integrations as your business needs evolve. Torquex CEA has a portfolio of customer analytics solutions which can fast track insights for organization who wish to evolve a continuous improvement program of work with associated ROIs and prioritization. Torquex CEA Solution Portfolio Call View Contact Centre Analytics is the process of improving contact centre efficiency. It is also used to measure customer satisfaction. It helps enterprises improve performance and cut costs by analyzing performance through integrated views of data from multiple contact centre systems. Call View gathers information from multiple technologies/platforms found in contact centre operations: Computer Telephony Integration (CTI) systems and the switches they support Interactive Voice Response Units (IVR) and Voice Recognition Systems Page 3

4 Torquex Customer Engagement Analytics Customer Relationship Management Systems (CRM) Predictive Dialers and Auto Dialers Voice Recording and Speech to Text Systems Process Analysis from Desktop Applications Workforce Optimization Platforms Call View then organizes that information in the most advantageous fashion for generating metrics and operational feeds in support of contact centre management and operations. Senti View Customer Experience Analytics Torquex SentiView integrates the most advanced realtime customer experience analytics. This helps identify customer service problems, cost savings and market growth opportunities much more quickly. The result being - improved delivery of products and services with the associated sales benefits of more positive customer engagement. Billions of dollars are spent by enterprises worldwide, on analysis of their internal systems, to establish if predetermined Key Performance Indicators and Service Level Agreements are being met. If only one moving part fails in the chain of process, the customer sees overall failure. The Billion dollar spend on silos of Business Intelligence will not highlight this failure. Organizations need to: See it from the Customer s point of view Identify what to do to behind the scenes to improve matters as seen from the Customer s view point Identifying and Understanding Customer Episodes What is needed is a system that continually monitors Customer Satisfaction based on actual customer experience. Through re-assembling all the moving parts into an integrated view of each transaction with each customer, (we call this an episode), the total customer experience can be monitored. Each transaction instance is an event-sequence in the total episode. Stitching these events together provides a single total experience or episode. Understanding the entire customer engagement cycle is imperative to ensuring high-service quality, exceeding your customers expectations and creating long term loyalty. It will also drive: Satisfactory online customer self-service, improving the customer experience and improving operational efficiency Reduce customer churn through inadequate business rules and process Customer engagement improvements, customer loyalty and valuable word of mouth references and endorsements Torquex Visualizations and Customer Experience Mapping By adding sophisticated business intelligence layers and dashboards to data collected in all the moving parts and transformed into customer experience episodes, enterprises can outperform their competitors, by getting closer to their customers and delivering services and goods that better match expectations. Customer Experience is a term used to describe the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship. Customer Experience covers Page 4

5 Torquex Customer Engagement Analytics multiple phases and contexts including awareness, discovery, attraction, interaction, purchase, use, cultivation and ultimately advocacy. In a telecommunication carrier context it means the experience from the initial contact (shop visit, call center contact or online activity) through to ordering, provisioning, activation and first bill issue. Companies can no longer ignore the power of the people to spread bad news of horrible experiences via social media such as blogs, twitter, Facebook etc. one person with a bad experience can put such a message out and it will eventually reach potentially millions of customers. End to End View of Customer Experience across all channels You need a platform to reconcile the multiple channels of experience into a single view at your company. This should take into account social media activities as well as data from existing business processes, network data and CRM type systems. Understanding the context of an experience is essential. The result is high quality customer self-service, reduced customer churn, lower operating costs, improved ARPU and long term loyalty Conclusion Torquex CEA offers a comprehensive suite of data integration capability and rich filtering and matching algorithms, to harness all of the communication channels, to efficiently manage the entire life cycle of any customer interaction handled by your organization. It empowers organizations to leverage the power of their data and beyond to enhance customer loyalty, deepen relationships, grow revenue and deliver superior customer service. It s all about the data. Customer intelligence can be derived from many different sources: Call Centre interactions Web activity Shop visit, Kiosks & ATM Online Commerce activity Service usage Fault to restore Customer survey Agent Desktop Torquex makes gathering of Big Data easy! Contact Page 5

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