LEVERAGING MULTICHANNEL AND VOICE ANALYTICS FOR ENHANCED CUSTOMER, EMPLOYEE ENGAGEMENT

WEDNESDAY, SEPTEMBER 17 • 2:20PM - 3:20PM

KAMAL BAJWA, TATASKYRAJIV AHUJA, AEGISSACHIN VARMA, CONCENTRIXMALLIKARJUN RAO, IDEASANDEEP SHARMA, NICE

Main Uses of Analytics

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Industry Survey. Top functional objectives identified by organizations with active big data pilots or implementations. Responses have been weighted and aggregated.

Customer-centric outcomes

Operational optimization

Risk / financial management

New business model

Employee collaboration

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The Business Challenge – Providing an Effortless Customer Experience

Report having to re-explain an issue

Report having to switch from the web

to the phone

Report expending moderate-to-high effort

to resolve an issue

Report being transferred

Report having to repeatedly contact the company to

resolve an issue

“Stop Trying to Delight Your Customers”, Harvard Business Review

56%

59%

59% 62%

57% Calls Web

SocialChats Emails

5.8

Average number of channels to connect

with Service Providers

Retaining customers, cross-sell/up-sell becomes “shooting in the dark”

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Key Benefits of Customer Engagement Analytics

Grow Revenues Compliance

Increase Operational Efficiency

Improve Customer

Experience

Cross Channel Customer Engagement Analytics

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324,534

9.9% 5.4% 8.2% 17.8%

32.4% 11.9% 5.7% 2.8% 9.7% 37.5%

2.8%59.9% 9,152 32,004 17,525 26,612 57,767

105,27938,58718,4989,15231,350

No Previous Interaction Other IVR Self Service Social Media Retail Store Web

VoiceEmailRetail StoreChurnOther

One & Done

121,700

194,395

Real Time Customer Journey Analytics Example: Sales Optimization

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Meet Kate, a mother to a newborn childGoes on her bank’s website to check balance

System detected transaction pattern

Scores relevant offers for “New Parents”

Decisioning engine displays ads for newborn college savings plan

Bank Website

IVR menu dynamically updated to present relevant

options

IVR

Sees Kate’s recent interactions and updated profile

CC Agent

Kate calls the contact center to check for credit optionsAt the same time, looks for information on the bank’s website

Decisioning engine dynamically updated with real-time call context and Web activity, and Kate’s previous interactions

Recommends next-best-offer Agent guided to present Kate

with best-fit college savings plan Real-time automation engine

processes plan enrollment

Web updated in real time to display matching college saving plans

Real-Time Update

The Customer Experience – Employee Engagement Quadrants

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Cus

tom

er E

xper

ienc

e

Employee Engagement