INTERACTION.INTO.INTELLIGENCE                               CUSTOMER                           INTERACTION                ...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                        Customer Relations Ma...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                           The Problem: Good ...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                                  Moving beyo...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                                Mining human,...
Introduction   Solution       Customers       Competitors    Partnerships   Next Steps                                Mini...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                                           th...
Introduction   Solution       Customers       Competitors    Partnerships   Next Steps                                Mini...
Introduction   Solution       Customers       Competitors    Partnerships    Next Steps                                Min...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                            The Solution: Int...
Introduction     Solution             Customers          Competitors                  Partnerships         Next Steps     ...
Introduction            Solution   Customers     Competitors   Partnerships    Next Steps                                 ...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                                            D...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                           Example: What is r...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                         All your contact cen...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                               drilling down ...
Introduction     Solution   Customers   Competitors   Partnerships   Next Steps                                        dri...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                            drilling down to ...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                         The interaction inte...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                         The interaction inte...
Introduction   Solution         Customers   Competitors   Partnerships   Next Steps                        Actionable inte...
Introduction           Solution           Customers   Competitors       Partnerships   Next Steps                         ...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                           Competitive Advant...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                                1st Key Partn...
Introduction   Solution   Customers   Competitors   Partnerships   Next Steps                                             ...
Introduction         Solution       Customers       Competitors      Partnerships     Next Steps                          ...
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Interanalytics iA360

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We introduce interAnalytics iA360 technology for interaction mining of contact center conversations.

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Interanalytics iA360

  1. 1. INTERACTION.INTO.INTELLIGENCE CUSTOMER INTERACTION ANALYTICS IPRAXIS© 2011 Dr. Vincenzo Pallotta • www.interanalytics.ch 08/09/2011Wednesday, September 7, 2011
  2. 2. Introduction Solution Customers Competitors Partnerships Next Steps Customer Relations Management*: adds value to customers in ways that add value back to the company. ✴ CRM reduces costs and increase profitability by solidifying customer satisfaction, loyalty, and advocacy. ✴ CRM integrates intelligence to provide an overall view of customers in real time. ✴ CRM allows for quick yet intelligent decisions because “we want our customers to feel appreciated, confident and inspired”. ✴ * definition by Dick Lee© 2011 2Wednesday, September 7, 2011
  3. 3. Introduction Solution Customers Competitors Partnerships Next Steps The Problem: Good Customer Relations Management is Costly, Complex and Time-Consuming ✴ Customers are constantly interacting with you - and about you - through contact center and social media ✴ Your customer experience and your reputation is hidden in this growing mountain of interaction data ✴ Good customer relations management requires listening and responding to these interactions© 2011 3Wednesday, September 7, 2011
  4. 4. Introduction Solution Customers Competitors Partnerships Next Steps Moving beyond operational efficiency requires interaction analytics© 2011 4Wednesday, September 7, 2011
  5. 5. Introduction Solution Customers Competitors Partnerships Next Steps Mining human, conversational interaction cannot be done with current technology!© 2011 5Wednesday, September 7, 2011
  6. 6. Introduction Solution Customers Competitors Partnerships Next Steps Mining human, conversational interaction cannot be done with current technology! unstructured - voice - social media - email - blogs - chat - reviews - focus group - comments internal external - customer - online ratings surveys - 3rd party research© 2011 structured 5Wednesday, September 7, 2011
  7. 7. Introduction Solution Customers Competitors Partnerships Next Steps they s ay y an ut m b do,© 2011 6Wednesday, September 7, 2011
  8. 8. Introduction Solution Customers Competitors Partnerships Next Steps Mining human, conversational interaction cannot be done with current technology! unstructured - voice - social media - email - blogs - chat - reviews - focus group - comments internal external - customer - online ratings surveys - 3rd party research© 2011 structured 6Wednesday, September 7, 2011
  9. 9. Introduction Solution Customers Competitors Partnerships Next Steps Mining human, conversational interaction cannot be done with current technology! unstructured nt il u ! ow - voice - social media n - email - blogs - chat - reviews - focus group - comments internal external - customer - online ratings surveys - 3rd party research© 2011 structured 6Wednesday, September 7, 2011
  10. 10. Introduction Solution Customers Competitors Partnerships Next Steps The Solution: Interanalytics Automated Multi-Channel Interaction Analytics Interaction analytics truly understands human, SUMMARY ✴ GRAPHS STATS conversational interaction (text analytics cannot) ✴ It provides ‘machine-like’ precision in transforming interaction data into customer relations intelligence and subsequent actions ✴ It improves operational efficiency, predicts customer satisfaction, and improves agent effectiveness© 2011 7Wednesday, September 7, 2011
  11. 11. Introduction Solution Customers Competitors Partnerships Next Steps Multi-Channel Interaction Analytics Value Chain: data extraction and information clean data raw data sources data data data selection extraction cleaning interaction knowledge SUMMARY structure meaning syntactic semantic GRAPHS pragmatic analysis analysis STATS data aggregation and intelligence interpretation multichannel action channel interaction response© 2011 8Wednesday, September 7, 2011
  12. 12. Introduction Solution Customers Competitors Partnerships Next Steps The Interaction Intelligence Differentiator... information knowledge intelligence Customer satisfaction Agent cooperativeness prediction Calls per hour Agent attitude Customer satisfaction Calls per agent understanding Call drivers # initial calls Objective evaluation of High FCS agents calls, agents, # follow-up calls customers and drivers Compliance Score Average handling time agents Automatic detection & (AHT) alerts based on % complaints per thresholds Abandoned calls agent Automated Lost calls Customer survey customized feedback ratings and self training for agents© 2011 9Wednesday, September 7, 2011
  13. 13. Introduction Solution Customers Competitors Partnerships Next Steps DEMONSTRATION© 2011 10Wednesday, September 7, 2011
  14. 14. Introduction Solution Customers Competitors Partnerships Next Steps Example: What is really happening to your reputation in your (outsourced) contact center?© 2011 11Wednesday, September 7, 2011
  15. 15. Introduction Solution Customers Competitors Partnerships Next Steps All your contact center interactions ranked on satisfaction... drilling down to regions© 2011 12Wednesday, September 7, 2011
  16. 16. Introduction Solution Customers Competitors Partnerships Next Steps drilling down to teams of agents ranked on customer satisfaction...© 2011 13Wednesday, September 7, 2011
  17. 17. Introduction Solution Customers Competitors Partnerships Next Steps drilling down to individual effectiveness...© 2011 14Wednesday, September 7, 2011
  18. 18. Introduction Solution Customers Competitors Partnerships Next Steps drilling down to individual calls including key drivers and abstract© 2011 15Wednesday, September 7, 2011
  19. 19. Introduction Solution Customers Competitors Partnerships Next Steps The interaction intelligence you want for your Customer Relations Management... ✴ Providing structure, meaning and understanding to contact center and social media interactions ✴ Tracking facts, opinions, agreements and disagreements, wishes, and statements. ✴ Aggregating multichannel intelligence, and providing a solid basis for company action© 2011 17Wednesday, September 7, 2011
  20. 20. Introduction Solution Customers Competitors Partnerships Next Steps The interaction intelligence you want for your Customer Relations Management... need ✴ Providing structure, meaning and understanding to contact center and social media interactions ✴ Tracking facts, opinions, agreements and disagreements, wishes, and statements. ✴ Aggregating multichannel intelligence, and providing a solid basis for company action© 2011 17Wednesday, September 7, 2011
  21. 21. Introduction Solution Customers Competitors Partnerships Next Steps Actionable intelligence that will make the difference... Today Tomorrow with BENEFITS InterAnalytics ✴ Expensive customer ✴ Customer satisfaction ✴ 350K for 200 agent call surveys prediction center ✴ Supervisor evaluation of ✴ Automated objective ✴ 400K for 200 agent call calls evaluation of calls center ✴ NO targeted training ✴ Agent Self-Training and ✴ Agents motivated to train, Customized Training 20% higher FCS, 10-15% reduction of AHT, etc. ✴ Long response time to ✴ Real time response to ✴ Fast response prevents unhappy customers (> 2 unhappy customers escalation, low customer weeks) (< 10 minutes) satisfaction, etc.© 2011 18Wednesday, September 7, 2011
  22. 22. Introduction Solution Customers Competitors Partnerships Next Steps Four interaction analytics solutions What’s hot and what’s not... 360º Reputation monitoring ✴ Everybody Social Media Analytics Customer Relations ✴ Corporations ✴ Media Representative Policy Analytics Contact Relations ✴ Contact Centers ✴ Voters ✴ Corporations Do they do what they Contact management promised? (EU) quality monitoring© 2011 19Wednesday, September 7, 2011
  23. 23. Introduction Solution Customers Competitors Partnerships Next Steps Competitive Advantage = interaction + intelligence + multi-channel© 2011 20Wednesday, September 7, 2011
  24. 24. Introduction Solution Customers Competitors Partnerships Next Steps 1st Key Partnership: Speech-to-Text© 2011 21Wednesday, September 7, 2011
  25. 25. Introduction Solution Customers Competitors Partnerships Next Steps Development ✴ Interaction analytics component √ ✴ Demonstrator √ ✴ Service (Interaction Analytics Consulting) √ ✴ Adding Languages ✴ Front-end development© 2011 22Wednesday, September 7, 2011
  26. 26. Introduction Solution Customers Competitors Partnerships Next Steps InterAnalytics’ Team... Dr. Lammert Vrieling (1968) - Chief Executive Officer ‣ 15 years in both profit and not-for-profit organizations as consultant, trainer/coach and as executive. ‣ Experience in the steel and aluminium industry, multimedia publishing and newspaper, financial services and in the not-for-profit sector. David E. Walker (1964) - Chief Operating Officer ‣ 25+ years in IT as Software engineer, developer, project manager, and architect. ‣ Senior Software Solutions Architect with extensive experience in designing, developing and delivering enterprise solutions for payment processing, human resource, healthcare, marketing, manufacturing and scientific research environments. Prof. Dr. Rodolfo Delmonte (1946) - Chief Science Officer ‣ Since 1993 head of Computational Linguistics Laboratory of the University of Venice, Italy ‣ 30+ years experience in computational linguistics ‣ From 1986 to 1992 he worked with the Department of Engineering of the University of Parma. From 1978 to 1986 worked with the Department of Dr. Vincenzo Pallotta (1966) - Chief Technology Officer ‣ 30 years in ICT ‣ 10 years in R&D ‣ Human-Language Technology, Digital Libraries, Artificial Intelligence, Ubiquitous Computing, Human-Computer Interaction, Usability Engineering, Information Retrieval, Web Search Engines, Semantic Web, Computational© 2011 Logics, Training and Education, e-learning. 23Wednesday, September 7, 2011

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