Calling for More Than Quality AssuranceBy: Eyal Rudnik, Product MarketingNICE Systems

3

• Improved quality of service

• Better intelligence for enterprise

• Compliance and risk management

Interaction Analytics enables:

4

Precision Monitoring/ Analytics

Below Average Above Average

GoodPoor

Increased Profits

Reduced Costs

Improved Customer Sat

Lower Revenues

Increased Costs

Reduced Customer Sat

5

Precision Monitoring and Analytics

• Focus on meaningful interactions• Perform root-cause analysis

• Shorten the time it takes for corrective action

• Use knowledge to influence future processes & interactions

Switch from focusing on “What happened?” to “Why it happened?” and “What is likely to happen?”

6

Customer Behavior Modeling

• Understand customer intent• Determine satisfaction drivers• Manage the experience

– Service level– Quality of the interaction

• Predict behavior– Churn probability– Purchasing patterns– Preferences

“Firms must model customer behavior, turn analysis into action and revise constantly …”

- Forrester Research

CustomerTrends & Signals

Concerns Raised

Competitor & Termination References

Poor Account Balance Trends

Questions about Value & Fees

Churn Alert

Intervention Alert

!

Opportunity Window

Early Intervention Alert

Proactive Opportunity Window

7

Contact Center

The Enterprise

Root cause

Emotion Detection

Call Flow Analysis

Script AdherenceBehavioral

Modeling

Competitive Intelligence

Fraud Detection

8

Speech Analytics Emotion Detection Talk Analysis

Queue time Ring time Hold

Transfer Hang-up side

Screen-events Data extraction

Customer information Historical transactions

Quality of service Product and services Marketing Campaigns

Feedback on:

INTERACTIONANALYTICS

9

A few examples to unlock imagination…

10

• leading healthcare insurer : Over 350 agents, 4 million calls and 115 million claims handled per year.

• Challenge: Manage call influxes to improve service and reduce avoidable calls• Solutions:

– Audio Analysis analyzes influxes of calls associated with new member plans to identify questions being asked and improve marketing communications

– Audio Analysis pinpoints calls related to medical procedures that are prone to costly claims appeals. Identified scripting for agents that resulted in reductions in claims.

– Screen Analysis tags interactions with Customer ID for quick claims and dispute research

• Business Impact: – Reduced total call volume associated with new health plan groups by 5%

($18,000/year)– Reduced post-mailing call volume by 30% immediately– Reduced medical appeals exposure by 3% per year– Identified potential legal exposure from marketing communication – saved loss of +

$2mm

11

• One of the largest retailer: employing over 325,000 associates.• Challenges: Increase up-sell / cross-sell success and decrease cancellations of sales

orders, Third party IVR customer surveys very costly, time intensive, and slow to deliver insights.

• Solutions:

– Identified Sales interactions (Audio Analysis) that did not result in a sale (Screen Analysis)

– Precision Monitoring conducted to assess Sales specific skills

– Best practices call library used to share examples of excellent selling techniques• Results:

– An average sales associate estimated increase in sales by more than $244,000 annually by improving critical sales quality elements.

– Sales uplift for bottom third of associates is more than $3.05 million estimated for first year.

– Cost savings of over $200K per year through improved survey process.

– Identified conciliatory offers losing the company money vs. retaining customers

12

Q&A…