It can be very challenging to manage multi-channel, multi-site, multi-shift and multi-business customer service delivery operations to deliver high quality customer experience consistently irrespective of the channel of contact. The volume of data to be analyzed makes it even more challenging to measure, monitor and improve the customer experience and satisfaction.
Unified Customer Experience Analytics (CEA) framework from Metrica Systems is an end to end customer experience intelligence solution. It collects, integrates and analyzes customer interactions data from various customer touch points such as Contact Center, IVR, CRM, Website, Back-office and Social Media to discover the actionable insights from customer interactions.
Through Unified CEA framework, the customer experience can be monitored at an aggregate, cluster or an individual customer level. Various dashboards and traffic flow diagrams highlight the actionable items that require immediate attention to improve customer experience holistically.
Benefits of Unified Customer Experience Analytics solution are:
Better Control over Cross-channel Customer Contact Experience
Improved Contact Center Operational Efficiency
- Increase in agent productivity by 5 to 10%
- Improvement in supervisor effectiveness by 10 to 20%
- Reduction in MIS costs by up to 60%
Higher Self-service Effectiveness
- Increase in self-service completion rate by 2 to 5%
Differentiated Brand Experience, Enhanced Customer Loyalty and Revenue
4. Holistic Service Experience Improvement
Key Business Result Areas
Tools to Drive Your Customer Satisfaction and Operational Efficiency!
5. Business Benefits
• Superior Customer Contact Experience
• Improved Contact Center Operational Efficiency
− Increase in agent productivity by 5 to10%
− Improvement in supervisor effectiveness by 10 to 20%
− Reduction in MIS costs by up to 60%
• Higher IVR and Web Self-service Effectiveness
− Increase in self-service completion rate by 2 to 5%
• Outsourcing Partners Performance & Relationship Management
• Enhanced Customer Loyalty and Revenues
Achieve Service Excellence!
6. Metrica Solution Differentiators
• Unified Customer Experience Management System
− Cross-channel analytics
− Cradle to Grave Reporting
• Channel and Vendor Agnostic Solution
− Contact Center, IVR, Social Media, Web & Back-office Analytics
− Integration with Avaya, Cisco, Genesys, Siemens, Aspect, Siebel and others
− Integration with the critical systems - ACD, IVR, Dialer, QM , WFM & CRM
• Multi-tenant Capability for Cloud Deployments
• Real-time Performance Management
• Customizability & Cost effectiveness
No More Silos. One Portal. One View
9. Contact Center Business Intelligence
Unified Operational Analytics Solution
• Contact Center Performance Management (CCPM)
− 3600 Scorecard for agents, teams, sites and business units
− Integrated View of ACD, Dialer, CRM, WFM, QM, Training, HR and Survey Metrics/KPIs
− Inbound, Outbound & Back-office Solutions
• Standard Metrics
− Volumes of calls/cases handled, AHT, Sales/Revenue – SPH/SPD, CPH,TAT,
Login hours, Conversion, Contact Rate, number of agents on the floor
• Customized Metrics (Business Specific)
− First time resolution rate, Schedule adherence, Revenue & Cost Analysis
• Quality Metrics
− QM Forms and Fatal & Non-fatal error Analysis
• Multi-dimensional Reports
− Process, Site, Team, Agent & Date-wise drill-down / slice & dice of reports
• Executive Dashboards
− KPIs, Goals and Scorecards
10. Contact Center Business Intelligence
Unified Operational Analytics Solution (Contd…)
Unified View
of
Call, Quality,
Training, WFM,
FCR, Survey,
Revenue &
other Metrics
3600 Metrics
Repository
for ‘drag &
drop’
KPI Trend
Analysis
Self-configurable
Executive
Dashboard
360o Scorecard for Agents, Teams, Sites and Business Units !
11. IVR Effectiveness Analytics
Self-service Improvement Solution
Individual IVR Call Menu Path Analysis
IVR Customer Experience Visualization
Aggregate IVR Calls Menu Path Analysis
Problem Area:
Quick Time-out
Problem Area: Too many back & forth menu selections
12. Cross-channel Strategy Planning
Cradle to Grave Analytics Solution
30 mins
< 1 min
Consulting /
escalation
30 mins
Understand Customer’s Channel Preferences To Retain Them!
14. Desktop Analytics
Agent Activity Tracking Solution
• CRM and other Applications Usage Monitoring
• Agent Training Requirements Analysis
• Agent Productivity Analysis
15. Voice of Customer Analytics
Social Media Aggregation & CRM Solution
• Aggregation of Social Media Messages and Response Management
• Customer Sentiment Analytics Across Contact Channels
16. Mobile Analytics for Contact Center Executives
Dashboards for Tablets and Smartphones
iPad
Android
Decision While on the Move is the New Standard!
20. Case Study - Telco
22 IVRs
6
Dialers
70
VoIP
Gateways
3
Quality
Systems
4
Contact
Centers
22
Campaign
Managers
Metrica
Unified Analytics
Platform
Users
Sr. Management
Business Analysts
Managers
Marketing Staff
Quality Execs
CRM
CSR (Agent)
Business Benefits
• Self-service effectiveness up by around 3%
125+
Back-end
Systems
• Agent productivity up by around 5%
• MIS costs down by 80%
• Better outsourcing partner performance &
relationship
• Overall improvement in CSAT & operational
efficiency
Supervisors
Technology Teams
Clients / Partners
21. Key Customers
• An Emerging Mobile Telco
– A Top Consumer Brand in India
• Fortune 50 Company
• Top French Technology Company
• Mobile Telco
– Indian Subsidiary of one of the largest Mobile Telcos in the
world
A Top-tier
South African
Telco
