Ramyam enliven CEM - Introduction

R A M Y A M I N T E L L I G E N C E L A B

A Customer Exper i ence Management

Company

e x p e r i e n c e d e l i g h t

enliven C E M ®

A N A L Y T I C S D R I V E N A C T I O N A B I L I T Y


e n l i v e n C E M ®

R a m y a m I n t e l l i g e n c e L a b i s a B a n g a l o r e b a s e d e n t e r p r i s e s o f t w a r e p r o d u c t

c o m p a n y f o c u s e d o n C u s t o m e r E x p e r i e n c e M a n a g e m e n t s o l u t i o n s b a s e d o n i t s

i n n o v a t i v e e n l i v e n C E M p l a t f o r m

• I n n o v a t i v e a n d n e x t g e n e r a t i o n C u s t o m e r E n g a g e m e n t p l a t f o r m

• D r i v e n b y P r o f i l i n g – A n a l y t i c s – A c t i o n a b i l i t y

• P o w e r e d b y B i g D a t a P r o c e s s i n g E n g i n e



• Ramyam Intelligence lab is founded with sole aim of creating next generation enterprise

product in Analytics and Actionability space, enliven CEM

• Patented CEM process and technology in India and USA

• Ramyam is a ISO 9001:2008 accredited company

• Proven product with customers in Telecom, Online and Retail Space

• 60 employees with 55 of them in Core Engineering, R&D and Delivery

• Founders are working together for 14+ years in 3 different organizations as day one

employees growing them into multi million dollar organizations playing strategic roles with

exposure to product and company level M&A

Vision

Our vision is to make our customers

experience the delight of their

customers

Mission

Our mission is to help our customers

delivering superior experiences to their

each and every customer through our

integrated and advanced customer

analytics driven actionability platform

for institutionalizing customer

experience management as a corporate

strategy.

r a m y a m (Sanskrit) means “transcendentally beautiful”, which coincides with our philosophy “Experience Delight”, the ‘wow factor’ or ‘bliss’ that cannot just be quantifiable


E n l i v e n C E M - H i g h l i g h t s

• Next Generation Analytics driven Actionability Platform

• Heuristic analytics based on historical data, Predictive based on empirical variables and prescriptive

analytics based on contingency business outcomes

• Complex Event Processing Engine with in built Miner

• Easily Configurable UI

• Big Data Visualization Engine

• Embedded Actionability Engine to define actions and responses on Big Data

• Intuitive 360 Degree View of Customers

• Inbuilt configuration language and compiler to realize complex Business Logic, Mathematical or

Statistical Models

• enliven CEM is a registered trademark of Ramyam Intelligence Lab Pvt. Ltd., Issued by US Patents office

• US and India Patents Filed

• Frost & Sullivan placed enliven CEM in Analytics

Quadrant as a “Exemplar” with Strategic Approach and Excellence to Growth in the Product Excellence Matrix Ref. : Analytics Product Excellence Matrix Report published by NASSCOM 2014

• Karnataka State Innovation Council recognition for Innovation

• Benchmarked on Oracle – Sun Platform for high transaction processing speeds and published a joint report in July 2011

• Deloitte has published a case study on how enliven CEM as a “BPM tool for managing CEM processes” in its BPM roadmap and vision 2020 publicationRef. : BPM 2020 – Roadmap for India

published by Deloitte

PROFILING ANALYTICS ACTIONABILITY

Enliven CEM manages customer experience and engagement by allowing service providers like

Telcos, Banks, Retail, online ecommerce companies to deliver Next Best Actions(NBAs)directly at

customer touch points and take Internal Actions(Business Actions) with relevance and context.


e n l i v e n C E M ®– A R C H I T E C T U R E

Data

Source 1

DataDump

ENLIVEN INTELLIGENCE REVIEWER

Data Preparation

Training EngineData

Validation

Data Preparation

Training EngineData

Validation

Data Preparation

Training EngineData

Validation

Data Preparation

Training EngineData

Validation

Association & Linking

Prediction Modeling

Engagement Modeling

Value Scoring

Enliven Data Mart

Enliven database

ReportsDash Board

Comm Layer

Process Status

PRESENTATION LAYER

Channels

Authorize Authenticate

Policy Designer

ESB/DN CONSOLE

EIR CONSOLE

POLICY DESIGNER

DesignerResult Viewer

O/P Manager

Campaign

Designer

Churn & Loyalty

Engagement Processing

Experience

Acceleration

Programs

INTELLIGENT DELINEATION NODE

IdeaT

Acquire Normalize Enrich

Profile Node

Patterns

Interaction

‘N’ Nodes

Data Cache

Rule Engine

Process Monitor

Compiler Services

MESSAGING AND QUEUING SERVICES

Ref Data

Alerts & Notify

Data

Source 2

Data

Source 3

Data

Source

‘ N ’

Social

Media

Webservices

Acquisition capability from disparate data sources and formats – structured and unstructured

Real time Transaction processing in-memory computing engine with built in rule engine and compiler

High Speed parallel processing chains deployable in distributed architecture Configurable Algorithm per

processing chainConfigurable Data marts and correlated transaction and profile databases

High Speed Miner, with correlation, prediction and statistical modeling capability

Big Data Visualization and actionable interface – Virtual Account Manager enabling business users to work independently

Intuitive and highly user friendly flex based user interface

Flexible touch point integration

Enterprise Data Sources


e n l i v e n C E M – T E L E C O M F R A M E W O R K

Point Solutions

Network Experience Monitoring

Device Intelligence

360 Degree driven Service Support

Campaign & Loyalty

Management

OSS/BSS in a Box

Product Management & Fitment

Big Data Visualization &

Analytics


e n l i v e n C E M – B A N K I N G F R A M E W O R K

Point Solutions

Real time NBO

Preference Modeling


Campaign & Loyalty

Management

Pattern of Life and Life Style Analytics

Decisioning & Prediction Analytics


Analytics


e n l i v e n C E M – R E T A I L F R A M E W O R K

Point Solutions

Real time NBO

Online Buying & Browsing

Behavioral Models


Campaign & Loyalty

Management

Device assisted Shopping

Decisioning & Prediction Analytics


Analytics


E n l i v e n C E M - B E N E F I T S

CUSTOMER CARE

360 Degree Customer View

Near Real Time Account and

Transaction Information

Loyalty Meter & Churn

Propensity

Cross Sell/Up Sell Prompter

OPERATIONS

Correlational metrics – Central

/ Regional / Branch Level

Product Performance Vs.

Revenue Vs. Cost : Cross

Dimensional Analytics and

Reporting Across LOBs

SALES & MARKETING

Campaign Management

Customer Experience

Monitoring

NBA Design

Loyalty & Churn Mgmt.

Forecasting and Business

Intelligence

PRODUCT MANAGEMENT

Product Fitment

Feature / Service Utilization

Product Planning

Recommendations

FINANCE

Customer Investment Info

Product Portfolio

Retention

Customer Lifecycle Value

TRANSACTION SUPPORT CUSTOMER EXPERIENCE MONITORING STRATEGIC PLANING

C o m p r e h e n s i v e F u n c t i o n a l i t y f o r D i v e r s e U s e r N e e d s

Products Operations


© R A M YA M I N T E L L I G E N C E L A BC o n f i g u r a b l e B i g D a t a D a s h b o a r d V i e w s & A p p l y i n g N e x t B e s t A c t i o n s ( N B A )

Customer 360 driven NBA

Customer 360 driven NBA

Take Action… Apply Next Best Action


C U S T O M E R S


E N L I V E N C E M - C A P A B I L I T Y

Configurability

• Business logic can be configured

• Variety of Mathematical or statistical

models can be incorporated

• Single foot print solution from acquisition

of data to delivering actions

Product Scaling

• Millions of customers & their transactions

• Integration with disparate data sources

360 Degree view

• Identifying Unique Customer across

Applications

• Issue Resolution

• Product Recommendation

• Effective Campaigning

Big Data Views

• Intelligent and Analytical Graphical views

digressing from traditional reports

• What if Analysis & Trending for Actionability


© R A M YA M I N T E L L I G E N C E L A B

For further discussions, please contact: Kiran Lakkapragada

C0O, Ramyam Intelligence Lab+91 9945007899

[email protected]

www.ramyamlab.com

T h i s p r e s e n t a t i o n c o n t a i n s p r o p r i e t a r y a n d c o n f i d e n t i a l i n f o r m a t i o n o f R a m y a m

T h e e n l i v e n C E M p r o d u c t c o n t e n t i n t h i s p r e s e n t a t i o n i s i n t e n d e d f o r u s e a s a

g u i d e l i n e a n d s t r i c t l y f o r i n f o r m a t i o n p u r p o s e o n l y

T h e i n f o r m a t i o n r e l a t e d t o e n l i v e n C E M p r o d u c t i s s u b j e c t e d t o c h a n g e a t a n y

t i m e w i t h o u t n o t i c e

A n y o f t h e e n l i v e n C E M p r o d u c t m i l e s t o n e s , f e a t u r e s , r e l e a s e p e r i o d s o r v e r s i o n s

r e f e r r e d h e r e - i n c o u l d c h a n g e f r o m t i m e t o t i m e

A n y 3 r d p a r t y t r a d e m a r k s , c o n t e n t o r r e f e r e n c e s t o p r o d u c t s , b e l o n g t o t h e

r e s p e c t i v e o r g a n i z a t i o n s a n d t h e y m i g h t h a v e b e e n u s e d f o r r e f e r e n c e o n l y

mailto:[email protected]

Technology

Ramyam enliven CEM - Introduction