LEVERAGING
MULTICHANNEL AND VOICE
ANALYTICS FOR
ENHANCED CUSTOMER,
EMPLOYEE ENGAGEMENT
WEDNESDAY, SEPTEMBER 17 •
2:2...
Main Uses of Analytics
2
Customer-centric outcomes
Operational optimization
Risk / financial management
New business ...
3
The Business Challenge –
Providing an Effortless Customer Experience
5.8
56%
Report having to
re-explain an issue ...
4
Key Benefits of Customer Engagement Analytics
Increase
Operational
Efficiency
Improve
Customer
Experience
Grow R...
Cross Channel Customer Engagement Analytics
5
9.9% 5.4% 8.2% 17.8%
9,152 32,004 17,525 26,612 57,767
324,534
59.9% 2....
Real Time Customer Journey Analytics Example:
Sales Optimization
6
IVR
CC Agent
 Decisioning engine dynamically
upd...
The Customer Experience – Employee
Engagement Quadrants
7
Customer Experience
Employee Engagement
of 7

NASSCOM BPM Summit 2014 : Panel Discussion Leveraging multichannel and Voice Analytics for enhanced customer, employee engagement: - Sandeep Sharma, MD, NICE Systems

Presentation by Sandeep Sharma, MD, NICE Systems in NASSCOM BPM Summit 2014
Published on: Mar 3, 2016
Published in: Business      
Source: www.slideshare.net


Transcripts - NASSCOM BPM Summit 2014 : Panel Discussion Leveraging multichannel and Voice Analytics for enhanced customer, employee engagement: - Sandeep Sharma, MD, NICE Systems

  • 1. LEVERAGING MULTICHANNEL AND VOICE ANALYTICS FOR ENHANCED CUSTOMER, EMPLOYEE ENGAGEMENT WEDNESDAY, SEPTEMBER 17 • 2:20PM - 3:20PM KAMAL BAJWA, TATASKY RAJIV AHUJA, AEGIS SACHIN VARMA, CONCENTRIX MALLIKARJUN RAO, IDEA SANDEEP SHARMA, NICE
  • 2. Main Uses of Analytics 2 Customer-centric outcomes Operational optimization Risk / financial management New business model Employee collaboration Industry Survey. Top functional objectives identified by organizations with active big data pilots or implementations. Responses have been weighted and aggregated.
  • 3. 3 The Business Challenge – Providing an Effortless Customer Experience 5.8 56% Report having to re-explain an issue 57% 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 59% 59% 62% Calls Web Social Chats Emails Average number of channels to connect with Service Providers Retaining customers, cross-sell/up-sell becomes “shooting in the dark”
  • 4. 4 Key Benefits of Customer Engagement Analytics Increase Operational Efficiency Improve Customer Experience Grow Revenues Compliance
  • 5. Cross Channel Customer Engagement Analytics 5 9.9% 5.4% 8.2% 17.8% 9,152 32,004 17,525 26,612 57,767 324,534 59.9% 2.8% 194,395 9.7% 2.8% 5.7% 11.9% 32.4% 37.5% 105,279 31,350 9,152 18,498 38,587 No Previous Interaction Other IVR Self Service Social Media Retail Store Web Voice Other Churn Retail Store Email One & Done 121,700
  • 6. Real Time Customer Journey Analytics Example: Sales Optimization 6 IVR CC Agent  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 Meet Kate, a mother to a newborn child Goes on her bank’s website to check balance Bank Website  System detected transaction pattern  Scores relevant offers for “New Parents”  Decisioning engine displays ads for newborn college savings plan IVR menu dynamically updated to present relevant options Sees Kate’s recent interactions and updated profile AKta tteh ec asallsm teh eti mcoen, tlaocotk cse fnotre irn tfoo rcmhaetciokn f oorn c trheed ibt aonpkti’osn wsebsite Web updated in real time to display matching college saving plans Real-Time Update
  • 7. The Customer Experience – Employee Engagement Quadrants 7 Customer Experience Employee Engagement

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