Michael Aston, CTO at Transversal, introduces the exciting new features being rolled out across the Prescience Platform and announces 'Trendwatch', a real-time monitoring and service alert solution that gives business professionals early insight to potential problems that could affect their business
3. “We are drowning in information
but starved of knowledge".
John Naisbitt
4. TRANSVERSAL’S GOAL - KNOWLEDGE SHOULD BE:
Easy to find
Simple to manage
Up to date
What problem does Transversal solve?
KNOWLEDGE SOLUTIONS FAIL WHEN
» People can’t find what they are looking for
» Solution is just too difficult to manage
» Information becomes stale
15. CRM Integration
Internal KM provides 35% reduction in the time that it
takes to train a new customer support representative
and 40% reduction in talk time in a support center.
Knowledge Management Will Transform CRM
Customer Service (Gartner, 2014)
18. Knowledge Widgets
55% of US online consumers agree with the statement
that "I am very likely to abandon my online purchase if I
cannot find a quick answer to my questions".
Forrester: Customer Experience Online Survey 2013
34. “Now the reason the enlightened prince and
the wise general conquer the enemy whenever
they move and their achievements surpass of
ordinary men is foreknowledge”.
Sun Tzu
35. Introducing TrendWatch™
Real-time monitoring and
service alert solution that
gives business professionals
early insight to potential
problems that could affect
their business
New levels of service
responsiveness with
next-generation insight!
36. bad weather
UNEXPECTED EVENTS NORMAL BUSINESS PLANS
Staffing models
Routing strategies
Service levels
Queue management
Outsource partners
What problem does TrendWatch™ solve?
37. Our goal with TrendWatch™ was to develop a
solution leveraging Prescience™ technology in a
way that would help knowledge professionals
understand the information they would likely need
to know next. Giving them the early insight to help
insulate their business from unplanned events.
38. What does it actually do?
TrendWatch™ automatically monitors digital sources in
real-time for abnormal volumes of customer activity…
39. What does it actually do?
TrendWatch™
requires no
programming -
instinctively clusters
digital information
into nascent themes
and analyzes
patterns and volumes
to determine
abnormal trends
40. What does it actually do?
When patterns of activity reach higher-than-normal levels
TrendWatch™ sends our real-time alerts to keep you informed
42. What is Trendwatch™?
In combination with any of
Transversal’s knowledge
solutions TrendWatch™
gives knowledge managers
information far in advance
to help anticipate customer
needs and get out in
front of trending
issues with the power
of knowledge earlier
than ever before.
43. What benefits will it bring?
Advanced insight to emerging service trends
Expanded ability to insulate their business from
unnecessary escalations
Improved timeliness of critical knowledge delivery
Enhanced corporate image / responsiveness
Superior success across self-service & assisted channels
Always be the first to know
45. Aday in the life of Chris - KM specialist @
» ISP is a broadband provider for consumer internet services
» Earlier this morning ISP updated their online payment server
» Unknown to ISP Staff - the recent update caused problems
with windows browser clients, when attempting to make
online payments, customers are now receiving the following
error message:
» Payment Error Code 1778
Chris Chilvers
Senior
Knowledge
Specialist
ISP Corp.
Boston, MA
» Luckily it’s still the middle of the week, as ISP typically
expects most online customers to pay on the last day of the
billing cycle - Friday.
» Chris was busy with normal knowledge admin stuff when
suddenly…
60. In summary
Knowledge should be…
» Easy to find
Search improvements
Out of the box connectors and interfaces
» Simple to manage
User management improvements
Management console simplification
Infrastructure investment
» Up to date
TrendWatch: real-time alerting of abnormal activity
Investment in infrastructure
- US data centre
- DR improvements
Increasing flexibility to scale for traffic peaks
- Underlying architectural changes to improve scalability and performance
Automation throughout the test and release cycle
Reduces risk on changes
Allows faster deployment of new features to all clients