Speech Technology - June 2008 - (Page 25) SPONSORED CONTENT thought leadership series executivefocus Speech Technology magazine recently interviewed NICE Systems in regards to their presence and technology in this industry. The following is a summary of that conversation… Systems’ Q NICEProduct ofInteraction Analytics Solution won a 2007 the year award in speech analytics from SearchCRM.com. Can you share how customers have leveraged that product and the results they have received? We are very proud of the industry recognition our solution is receiving. Our Interaction Analytics solution is enjoying such a great reception because it delivers real business value with quantifiable results in improving contact center operations and driving strategic enterprise initiatives such as improving customer loyalty and retention, and increasing sales and marketing effectiveness. The Interaction Analytics business solution enables organizations to leverage customer interactions to enhance data-driven business decisions through mass-analysis of customer interaction content, call categorization (e.g. by product line or analysis type – such as ‘satisfaction’), trending (i.e. whether there was an increase or decrease in call type or in satisfaction levels), and a root-cause analysis of customer interactions that compiles and cross-references inputs from speech analysis results, telephony and other customer data sources. Some of the real-life examples of quantifiable results gained by our customers include: Financial Services Company • 45% decrease in time to perform quality monitoring • 8% increase in conversion of leads to sales Mobile telecommunications • 72% of the customers that were picked up on as in risk of churning were missed by other Business Intelligence and CRM systems Financial Services Company • 30% increase in cross sell offers and 60% improvement in objection handling companies Q What metrics shouldand ROI? use to track contact center performance There are both operationally-driven metrics as well as strategic ones that contribute to performance and ROI. On the operational side among a contact center’s top cost-intensive areas for improvement are First Call Resolution (FCR) rates, Average Handling Times (AHT), and Self Help Enhancements. Let’s take a closer look at FCR. With NICE’s multi-dimensional approach to interaction analytics, one of our customers achieved a 3% reduction in call volume and a 12% decrease in repeat callers. A strategic goal can be increasing customer retention. One of the US’s leading financial services company came to NICE to help with this strategic initiative. By implementing our interaction analytics solution they were able to determine to which competitor their customers most like to turn to, and why. companies that offer similar Q There are severalcomes to speech analytics. How do services when it you differentiate yourselves from your competitors? Our main differentiator is our multi-dimensional approach that combines several technologies and information from multiple data sources to categorize interactions. A conversation with Barak Eilan VP & GENERAL MANAGER | NICE NICE’s Interaction Analytics Business Solution is designed to improve contact center operational efficiency and drive strategic enterprise initiatives such as improving customer loyalty and retention, and increasing sales and marketing effectiveness. Interaction Analytics from NICE enables organizations to leverage customer interactions to enhance data-driven business decisions through mass-analysis of customer interaction content, call categorization, trending and root cause analysis. Interaction analytics from NICE harness the power of multi-dimensional speech analytics with a very high degree of accuracy and efficiency that analyzes 100 percent of the interactions cost-effectively while leveraging customer interactions to proactively identify trends, anticipate opportunities, adjust processes to meet business objectives. By implementing an advanced interaction analytics solution that has a multi-dimensional approach, organizations can locate and analyze the most important interactions that come into their call centers, the ones that contain strategic insights, and achieve their most critical strategic and operational goals. A multi-dimensional approach enables organisations to automatically sift through the thousands, or tens of thousands of calls that come into the call center on a daily basis, and focus only on the relevant ones. The multi-dimensional interaction analytics solution includes a range of speech analysis capabilities, such as content analysis by key words and phrases, emotion level, and text mining techniques. Additionally, information from the CRM system, agent screen content, e-mails, and chats are all incorporated in order to provide the most comprehensive analysis. be the Number priority Q What shouldthey think about1 customerfor a customer as interaction applications for the year ahead? And why? Getting the most out of an interaction analytics solution entails, first of all, obtaining early executive sponsorship and making the strategic and operational goals discussed above a priority for the organization. Next, the solution should be able to perform a mass analysis of as many interactions as possible. It should have drill down capabilities, enabling users to get to the details of the interaction and other relevant data with just the click of a button. It should be able to create automated call categories, define thresholds and set alarms – as with the customer intelligence example discussed above. The optimal interaction analytics solution should include the following capabilities: combination of two or more speech analytics techniques (content search by key words and phrases, transcription, phonetic indexing), emotion detection, CTI analytics (speaker separation and talk pattern analysis), screen content analytics, quality evaluation scores, customer feedback, automated call categorization, threshold definition, and alarms. It should be able to capture or tag any type of interaction (voice, VoIP, chat, email, co-browsing), by agent screen activity, or by type of information that appears on the screen (such as customer name, segmentation, monthly bill, etc.). It should also be fully interoperable with home-grown or third-party applications, such as CRM, ERP, e-Learning, e-mail/Chat, Help-Desk applications and more. For further information regarding how NICE Systems can help your business, contact Einat.Weiss@nice.com www.nice.com http://SearchCRM.com http://www.nice.com http://www.nice.com
For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.