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.

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