CRM - April 2008 - (Page 46)

RE:TOOLING BY CHRISTOPHER MUSICO in this issue ■ CRM USER COMPANIES Inability to understand or organize customer feedback in order to retain customers and improve overall service. References are to the first page of the story or section in which the company appears. Adrants 50 AT&T 16 BOK Mortgage 41 Burt’s Bees 16 Citigroup 16 Dell 16 Frito-Lay (PepsiCo) 35 International Cruise & Excursions 41 Iomega 50 iRobot 41 J. Peterman 16 JCPenney 16 JPMorgan Chase 16 JPMorgan Chase Card Services 41 Johnson & Johnson 24 Lexus 16 Microsoft 16 NASA 35 Procter & Gamble 35 Qwest 16 Roto-Rooter 16 Starbucks 24 The Art of Shaving 16 U.S. Army 41 U.S. Postal Service 24 Verizon 35 Business Problem: Tech Solution: Speech analytics software > > Product: Companies try to serve their customers by providing what they believe is stellar service. Many have dedicated contact center staff, and are committed to doing right by the people who are buying products or services. But what good is having a contact center to field all these calls if there’s no way to handle the responses and figure out how to serve customers even better? By implementing speech analytics solutions, companies can organize customer feedback and apply it to their service excellence arsenal. NICE SmartCenter—Interaction Analytics Delivery Model: Installed software Price: Broad range based on specific capabilities required—between $150 and $2,500 per agent seat Business Benefits: The NICE Systems solution leverages customer interactions to support data-driven business decisions. NICE SmartCenter offers the top reasons for repeat callers, drivers for call spikes, and increased average hold time; isolates gaps in agent knowledge; and identifies customer satisfaction drivers, customer churn predictors, and key indicators of marketing and sales effectiveness. Functionality: NICE SmartCenter–Interaction Analytics starts with highly cost-effective mass analysis of interactions. The analysis covers multiple dimensions, including speech, emotion, CTI, screen content, quality evaluation scores, customer feedback, and relevant business data. Once analyzed, the interactions are automatically categorized to address specific business challenges. Thresholds and alerts ensure any deviation from business-as-usual receives immediate attention. Targeted root-cause analysis is also performed to unearth unexpected insights and customer intent. ■ADVERTISERS Autonomy etalk inside front cover www.etalk.com 1-800-835-6357 destinationCRM 2008 34 www.destinationCRM2008.com 1-800-300-9868 Excellence Every Day, by Lior Arussy 40 www.infotoday.com LongJump 7 www.longjump.com/testdrive 1-800-886-9028 LucidEra inside back cover www.lucidera.com/healthcheck www.destinationCRM.com/webevents/lucidera/16apr2008 1-866-392-8008 Oracle 5 www.CRMOnDemand.com www.destinationCRM.com/webevents/oracle/09apr2008 1-866-906-7878 Practical Books 33 www.infotoday.com 1-800-300-9868 RightNow Technologies 9 www.rightnow.com/travelocity SpeechTEK 2008 47 www.speechtek.com 1-800-300-9868 Vovici back cover www.vovici.com 1-800-787-8755 Contact: NICE Systems at 1-866-999-NICE; or visit www.nice.com. > > Product: > > Product: Qfiniti Explore Delivery Model: Premise-based software solution, sold through resellers or direct sales Price: Seat pricing, starting at $400 per monitored seat Business Benefits: The Autonomy etalk solution records every voice transaction, as well as every element within those recordings, and is easily searchable. By automating data-mining processes that once required manual effort, the solution extends customer satisfaction initiatives beyond the contact center to the entire business. Functionality: The solution’s technology uses a phoneme-based approach: By employing a fundamentally different and unique combination of technologies to enable computers to form a human-like understanding of unstructured information, the product serves as a platform for the conceptual and contextual understanding of information. This solution executes an ingestion process that retrieves, analyzes, transcribes, and indexes recordings, which then allows for word- or phrase-based searches, conceptual searches, and script adherence matches. Contact: Autonomy etalk at 1-800-835-6357; or visit www.etalk.com. VoiceObjects 7 Delivery Model: Installed software Price: Begins at $400 per port Business Benefits: The overall solution includes highly scalable, carrier-grade deployment and management of personalized, over-the-phone voice, video, text, and Web self-service applications with cluster management and multitenancy for large enterprises and carriers. The solution enables real-time tracking of caller behavior for quicker improvements, including 50 out-of-the-box reports. Functionality: A personalization engine uses layers to present dynamically generated information or prompts each caller based on caller input and/or customer preferences and interaction history stored in a CRM database. Core application logic is separated from the way the application is presented to the caller, reducing the complexity of designing dynamic personalized dialogues and ensuring application consistency and quality. ■WEB EVENTS EchoSign Webinar 22 www.destinationCRM.com/webevents/echosign/30apr2008 eGain Webinar 15 www.destinationCRM.com/webevents/egain/23apr2008 LucidEra Webinar 13 www.destinationCRM.com/webevents/lucidera/16apr2008 Oracle Webinar 11 www.destinationCRM.com/webevents/oracle/09apr2008 Contact: VoiceObjects at 1-650-288-0299; or visit www.voiceobjects.com. Contact Editorial Assistant Christopher Musico at cmusico@destinationCRM.com. 46 CUSTOMER RELATIONSHIP MANAGEMENT | APRIL 2008 http://www.etalk.com http://www.nice.com http://www.destinationCRM2008.com http://www.infotoday.com http://www.longjump.com/testdrive http://www.lucidera.com/healthcheck http://www.destinationCRM.com/webevents/lucidera/16apr2008 http://www.CRMOnDemand.com http://www.destinationCRM.com/webevents/oracle/09apr2008 http://www.infotoday.com http://www.etalk.com http://www.rightnow.com/travelocity http://www.speechtek.com http://www.vovici.com http://www.destinationCRM.com/webevents/echosign/30apr2008 http://www.destinationCRM.com/webevents/egain/23apr2008 http://www.voiceobjects.com http://www.destinationCRM.com/webevents/lucidera/16apr2008 http://www.destinationCRM.com/webevents/oracle/09apr2008

Table of Contents Feed for the Digital Edition of CRM - April 2008

CRM - April 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point A Tenancy of One’s Own The Rebirth of Taxes destinationCRM Dashboard Labor Disputes Reach The Contract Center The Plight of the Wirelines Required Reading The 2008 Service Awards The 2008 Service Leader Awards Customer Self-Service Microsoft Genesys Oracle eGain Astute Solutions The 2008 Rising Stars The 2008 Service Elite Awar Re:Tooling Scouting Report Pint of View

CRM - April 2008

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