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

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

2 Industry and Consumer Trends Driving Change in the Market Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 2

3 The Voice of the Customer Channels What do customers tell us in conversations THEY initiate with us? Phone Calls What do customers tell us in conversations WE initiate with them? IVR Surveys Chat Transactional Surveys Relationship Surveys What do customer say about us in conversations WE DON T EVEN KNOW ABOUT? Web Social Media Blogs & Communities Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 3

4 Challenge #1: Disconnected Listening Calls Blogs IVR Web Social Media Customer Feedback Chat Customer Care Operations Sales & Marketing Management Product Management Customer Experience Human Resources Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 4

5 Challenge #2: How Do You Make Sense of Big Data? Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 5

6 What The Business Needs A Formula for Actionable Results Operational Data Customer Interaction Data Analytics = Actionable Results Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 6

7 Example: Contact Center sits on a large conversation with customers But Random call monitoring can miss a lot Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 7

8 Resources can t effectively review and analyze all of the contacts Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 8

9 Challenges: Small samples and overwhelming data can result in Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 9

10 Speech Analytics can perform the heavy lifting, filtering and identifying problems and opportunities Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 10

11 Best Practice: Zoom into what matters most and Identify Root Cause Analytics Random What Sample Matters of Most Calls QM Process Actionable Monthly Intelligence Reports Hi/Low Satisfaction Scores First Call Resolution Not Met Smart Inbox Intelligent Forms Auto Calibration Identify Root Cause Estimate Impact Prioritize Actions Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 11

12 The Social Tip of the VOC Iceberg Social Media Public Domain Calls Direct Customer Feedback Enterprise Domain More Context Higher Relevancy Higher Cost Early Warning s Chat Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 12

13 360 Degree Voice of the Customer Social Media Calls 360º VOC Direct Customer Feedback s Chat Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 13

14 The Solution: 360 Degree Voice of the Customers Social Media Web and Mobile Surveys Web IVR Chat Calls Agent Notes VOC ANALYTICS customers Care Human Resources Operations Sales and Marketing Management customers Experience Product Management Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 14

15 The Value of VoC Analytics Gain immediate insight into changes in customers behavior without predefining what to look for Cut costs by improving processes, reducing repeat calls and improving self services Reduce customer complaints Focus quality monitoring and performance management on key business issues Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 15

16 Bell Canada Speech Analytics + QM ROI Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 16

17

18 Unified VoC Platform Voice of the Customer Analytics Speech Analytics, Text Analytics, Enterprise Feedback Management Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 18

19 How Speech Works: The Complete Semantic Index Complete Semantic Index Speech-2-Text Noisy Text Word level Confidence scoring Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 19

20 Speech Analytics Uses Identify call drivers Uncover at-risk customers Identify potential compliance risks Investigate self-service abandonment Evaluate agent performance Key Features Analyze 100% of your customer phone conversations Automated emotion detection Visual map for every call with a synchronized speaker separated transcript Support for Verint and non-verint recording solutions in over 30 languages. Automated alerts Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 20

21 Text Analytics Uses Analyze agent notes to identity process or product issues Assess survey verbatim to uncover emerging customer and agent trends Key Features Analyzes all text interactions: survey comments, , social media, chat, agent notes, online reviews, and more Prebuilt integrations into social media including Twitter, Facebook and Radian 6. Expose the drivers of customer satisfaction or dissatisfaction Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 21

22 EFM Uses Measure and compare internal and customer generated agent performance metrics Gather agent feedback to identify operational improvements Measure customer service satisfaction Identify and escalate dissatisfied customers Key Features Advanced survey authoring, distribution, analytics, and management IVR, mobile, web, , and social support Gather direct and indirect customer feedback on products, services and brand Measure customer loyalty and satisfaction Drive service recovery through proactive outreach processes Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 22

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