TSW2012--Hidden In Plain Sight: The Real Conversation

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Did you know that you have data hidden in plain sight? David Lowy of Moxie Software explains where to find it and how it can be used to improve customer service, product management, and more.

Tecnología

HIDDEN IN PLAIN SIGHT:
UNCOVER THE REAL
CONVERSATION
David Lowy | VP, Product Management
PROPRIETARY &
1 CONFIDENTIAL

WHY?
We’re bridging the gap in basic interaction center
reporting and analytics by leveraging
structured data and unstructured text.

PROPRIETARY &
2 CONFIDENTIAL

STRUCTURED
DATA SOURCES
PROPRIETARY &
3 CONFIDENTIAL

OPERATIONAL
DATA
• AHT / FCR /
Concurrency
• Sales Conversion
• Disposition Codes

PROPRIETARY &
4 CONFIDENTIAL

CUSTOMER
SATISFACTION
DATA
• Survey Results
• Net Promoter Score
• Others

PROPRIETARY &
5 CONFIDENTIAL

PRODUCT /
SERVICES
SALES DATA
• Web Sales
• Live Interaction
Sales
• Post Interaction
Sales
• Revenue / Uplift

PROPRIETARY &
6 CONFIDENTIAL

THE POWER OF
COMBINED
ANALYTICS
PROPRIETARY &
7 CONFIDENTIAL

CONTEXTUAL AWARENESS TEXT
ANALYTICS DRIVES INSIGHT
• How long do chat sessions
take when the customer
was talking about _______?
• How many emails does it
take to resolve when the
customer references
_______?
• What are the key words
customers mentions about
_______?
• What is the customer
sentiment change over a
longer session?
PROPRIETARY &
8 CONFIDENTIAL

MODEL CUSTOMER
BEHAVIOR AND FLOW
• From web experience (self-service) to live
assistance
• Model intent versus actions
• Model proactive offers based on live interactions

• Dispositions and notes versus actual
conversation

PROPRIETARY &
9 CONFIDENTIAL

INTERACTION
CENTER
MANAGEMENT
• Cost reductions due to
deeper insights on
FCR, AHT, etc.
• Additional Agent
Training and Scoring
Analysis
• Self-service escalation
analysis
• Proactive Service Offer
models

PROPRIETARY &
11 CONFIDENTIAL

PRODUCT
MANAGEMENT
• Deeper analysis
interaction root
cause
• Customer query
trends

PROPRIETARY &
12 CONFIDENTIAL

WEB SALES
MANAGEMENT
• Self-service
escalation analysis
• Proactive Sales
Offer models

PROPRIETARY &
13 CONFIDENTIAL

MEGA
TRENDS
• Demand indicators
• Supply / inventory
management

PROPRIETARY &
14 CONFIDENTIAL

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TSW2012--Hidden In Plain Sight: The Real Conversation

1. HIDDEN IN PLAIN SIGHT: UNCOVER THE REAL CONVERSATION David Lowy | VP, Product Management PROPRIETARY & 1 CONFIDENTIAL

2. WHY? We’re bridging the gap in basic interaction center reporting and analytics by leveraging structured data and unstructured text. PROPRIETARY & 2 CONFIDENTIAL

3. STRUCTURED DATA SOURCES PROPRIETARY & 3 CONFIDENTIAL

4. OPERATIONAL DATA • AHT / FCR / Concurrency • Sales Conversion • Disposition Codes PROPRIETARY & 4 CONFIDENTIAL

5. CUSTOMER SATISFACTION DATA • Survey Results • Net Promoter Score • Others PROPRIETARY & 5 CONFIDENTIAL

6. PRODUCT / SERVICES SALES DATA • Web Sales • Live Interaction Sales • Post Interaction Sales • Revenue / Uplift PROPRIETARY & 6 CONFIDENTIAL

7. THE POWER OF COMBINED ANALYTICS PROPRIETARY & 7 CONFIDENTIAL

8. CONTEXTUAL AWARENESS TEXT ANALYTICS DRIVES INSIGHT • How long do chat sessions take when the customer was talking about _______? • How many emails does it take to resolve when the customer references _______? • What are the key words customers mentions about _______? • What is the customer sentiment change over a longer session? PROPRIETARY & 8 CONFIDENTIAL

9. MODEL CUSTOMER BEHAVIOR AND FLOW • From web experience (self-service) to live assistance • Model intent versus actions • Model proactive offers based on live interactions • Dispositions and notes versus actual conversation PROPRIETARY & 9 CONFIDENTIAL

10. CONSUMERS PROPRIETARY & 10 CONFIDENTIAL

11. INTERACTION CENTER MANAGEMENT • Cost reductions due to deeper insights on FCR, AHT, etc. • Additional Agent Training and Scoring Analysis • Self-service escalation analysis • Proactive Service Offer models PROPRIETARY & 11 CONFIDENTIAL

12. PRODUCT MANAGEMENT • Deeper analysis interaction root cause • Customer query trends PROPRIETARY & 12 CONFIDENTIAL

13. WEB SALES MANAGEMENT • Self-service escalation analysis • Proactive Sales Offer models PROPRIETARY & 13 CONFIDENTIAL

14. MEGA TRENDS • Demand indicators • Supply / inventory management PROPRIETARY & 14 CONFIDENTIAL

TSW2012--Hidden In Plain Sight: The Real Conversation

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