Succeeding with Customer Interaction Analytics - Driving True Business Value Paul Beyer – Global Vice President, Analytics April 2014 CCMG

1. Succeeding with Customer Interaction Analytics
Driving True Business Value
Paul Beyer – Global Vice President, Analytics
April 2014 CCMG
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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Lunch Tickets & Lucky Draws
Please fill in a form, drop at Exit where you can exchange it for a lunch ticket
Note the question about the Genesys (Utopy) patent…the answer will be revealed
shortly. Take note as a correct answer will stand the chance of winning a sparkling
refreshment set!
Finally drop your business card at the Genesys & Anana stand in the Pavillion to be
part of this evening’s lucky draw …..

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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Agenda
Introduction and Objectives
Market Interests & Opportunities
Analytics - Approach & Solution
Solution Demonstration
Q&A and Next Steps
Appendix: Detailed Case Studies

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 Founded in 1999, Silicon Valley
 Stanford Research Int’l, NSA Research
 Pioneered the Speech Analytics industry
Genesys Speech Analytics Based on UTOPY
“UTOPY was named the ‘Best Technology Solutions Provider’
in the 2010, 2011, 2012 and 2013 Call Center Week Excellence
Awards”

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Analysts Praise UTOPY and the Genesys Solution
“Genesys is THE Leader in Global Contact Center Solutions” - Gartner
“UTOPY pioneered the successful deployment of speech analytics and remains an acknowledged
leader.” – PELORUS Group
“Genesys continues to raise the bar with its innovative solutions that deliver immediate results.” –
Frost & Sullivan
“The Speech Analytics by Genesys has a serious level of science to understanding speech for
improving customer insight & interactions.” - Ventana Research
“Genesys’ solutions understand and predict customer behavior in ways never before possible.” -
Datamonitor
“Genesys is leading a new charge in Performance Management through its turnkey, closed-loop,
KPI-driven solution” - Frost and Sullivan
“The use of viable speech analytics tools can turn what was a necessary overhead into a strategic
goldmine.” – Gartner
“Genesys’ domain expertise and laser focus on Speech Analytics are key differentiators in helping
customers attain significant business benefits within a relatively short period of time.” – Frost &
Sullivan

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Marquee Customers

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Recently Signed Speech Analytics Customers
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© 2012,Genesys Telecommunications Laboratories, Inc.All rights reserved.

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Today’s Industry Demands
Main Business Needs
 Performance Optimization
 Trends and Agent Behavior
 Operating Metrics (FCR, AHT)
 Lifetime Customer Value
 Sell/Up-sell
 Customer Retention
 Customer Experience
 Optimize service delivery (process; channel)
 CSAT/NPS Impact (complaints mgmt)
 VoC and Quality
 Compliance and Regulation
 Review – Verify – Confirm/Audit
 Regulatory Management

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YOUR Interests and Opportunities (YOUR goals this year?)
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
 ???
 ???
 ???
 ???
….what’s going to help make the difference for YOU?

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Customer Analytics addressable items
Risk management
Identification validation
Regulatory scripting
Transaction monitoring
Automated analysis
Labor analysis reduction
Direct risk alerts
Dispute analysis
Data protection
End to end interaction view
Satisfaction monitoring
Dissatisfaction alerts
Satisfaction vs. Products
Satisfaction vs. Feedback
Agent empathy / probing
Solidness in solving requests
Churn reduction tactics
Customer efforts
Service vs. retention
Promotions vs. feedback
Interaction handling
Knowledge skills
Skill usage/timing
Silence/hold times
Call back detection
Self service topics
Targeted coaching
Quality scoring
Coaching sessions
Best practice sharing
Regulatory Satisfaction Performance

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Survey CRM HRACD CTI IVR VOIP TDMA
Recorded CallsCall Session Data Structured Data
Email
Chat
SMS
Text Interactions
Social
Conversation Driven WFO and VOC
Speech Analytics Product Overview
Sales
Improvement
First Call
Resolution
Call Volume
Reduction
Customer
Satisfaction
Collections
Optimization
Handle Time
Optimization
Compliance
Management
Customer
Retention
Genesys Connectors
Conversation
Data
Genesys Conversation
Analytics Platform
Applications
Personalized
Dashboards
Reporting
Analytics
Tools
Search
Quality
Management
Coaching
Speech Analytics Text Analytics

12. Speech Analytics Overview

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Your
Company
Your
Customer
{per year}
75,000 Tweets
50,000 Mentions
10,000 Complaints
15,000,000 Calls
250,000 Emails
180,000 Chats
Too Many Conversations to Review Manually

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Customer
Care
Workforce
Optimization
(WFO)
Improve Agent Efficiency
Increase Sales Opportunities
Reduce Customer Churn
Act on Customer Feedback
Optimize Compliance
Opportunities Are Hidden in Conversations
Your
Company
Your
Customer
Contact
Center
Manager
Supervisor
Customer
Service
Rep
VP
Customer
Care
VP
Marketing
VP
Product
Mgmt.

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Traditional Workforce Optimization
Historical Reports
Customer Surveys
Random
Sampling
Call
Recordings

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Recorded Calls
Connectors
Verint Etc…NICE
Text Interactions
Email Chat
Social
Media
Quality Management Coaching
Analytics-Driven Applications
Closing the Gaps in the Evaluation Process
Speech Analytics Text Analytics
Cross-Channel Conversation Understanding

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Conversation
Processing
Conversation
Analytics
Call
Recordings
Workforce Optimization Driven by Analytics
Workforce
Optimization
Conversation
Understanding

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Analytics-Driven Workflows
CloudOn-Premise Hybrid
Routing
Mobile
WFO
Desktop
Social
Engagement
Collaboration
IVR
Campaigns Web
SMS

19. Speech Analytics 101:
Available Technologies
…and the Genesys Difference

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book morning now they i help you can the
billing question they tick two the provider
sure put transferring flue cow please hold
book morning now they i help you can the
billing question they tick two the provider
sure put transferring flue cow please hold
good morning. how may i help you. i have
a billing question. may i speak to a
supervisor. sure i am transferring you right
now please hold.
Phonetics
Speech to
Text (LVCSR)
Speech-to-Phrase
Recognition™
g o k b u r n n g h o q w y i h u l k you i h e
v e a b I k l I n q e e t I y o n w a y i s t e a t
o a supervisor s h u r i a w t r n h f h r r z n
g y u h r I w h t f o q e hold
g o k b u r n n g h o q w y i h u l k you i h e
v e a b I k l I n q e e t I y o n w a y i s t e a t
o a supervisor s h u r i a w t r n h f h r r z n
g y u h r I w l e a q e hold
how may I help youhow may I help you I have a
billing question
how may I help you I have a
billing question May I speak to a
supervisor
how may I help you I have a
billing question May I speak to a
supervisor I am transferring you
book morning how may I help you I have a
billing question May I speak
to a supervisor sure I am transferring you
please hold
+ Speech to Text (LVCSR)
The “Truth”
(what was actually
said during
the conversation)
Three Approaches to Speech Analytics

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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Data Reliability and Business Impact
Phrase-Based
Deliberate Listening
Speech-to-
Text
Phonetic
Unit of Speech
Recognition
Phrase Word Phoneme
Tuned to the same high accuracy (80-90 %), what is the detection rate?
Detection 70%-80%+ 10%-30% 5%-15%
Two Critical Parameters:
Accuracy: The % of results that were correct.
Detection Rate: The % of actual events found by the system.

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Search
Discovery
Three Main Use Cases
Categorization

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Speech
to Text
Search
managerRecorded
Conversations
Text
Analytics
Your
Company
Your
Customer

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Automatic Discovery
I got the new phone
model…it seems to be
dropping calls frequently…
I upgraded my account to
a family plan because of
the recent promotion on
the family plan……..
I’m having trouble with
my phone….the data
service works fine but
my new phone seems
to drop calls…you guys
should have thought of
that sooner
I just recently bought
the newest phone
model…..the video
camera is great…the
internet service has
been spotty…my new
phone has been
dropping a lot of calls…
Movers and Shakers
Term Percent Change
new phone dropping calls
one month free
they’re overcharging me
recent tv advertisement
broken product in mail
cancel my account
trouble with form on website
376.1%
25.8%
5.8%
-8.6%
-18.6%
-21.3%
-23.5%
Discovery Analytics
Speech
to Text
Recorded
Conversations
Text
Analytics
Your
Company
Your
Customer

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Categorization
• Customer
Dissatisfaction
• Contact Reason
• Where’s My Stuff?
• Billing Issue
• Etc…..
Topic Mapped Phrases
• I’m very upset
• This is ridiculous!
• That is poor customer service
Customer Dissatisfaction
Where’s My Stuff?
• I haven’t received this shipment
• I should’ve received yesterday
• Where’s my order?
Billing Issue
• I have a question about my bill
• Why am I being charged for….
• You’re overcharging me

26. Solution Demonstration
(So Is this thing REAL???) 

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Customer Case Studies
Saved $4 Million by automating its Quality Processes
Automated Quality/compliance and reduced labor costs
by 85%
Increased Revenues by more than 20%
Improved FCR by more than 18%
Increased Sales Conversion by 41%
Improved Collections by 24%
Increased Net Promoter Score by 10%
Reduced AHT by 12%, while exceeding CSAT and IR goals

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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Why (Genesys) Speech Analytics in YOUR Business?
1. Business/Strategic decisions to be made require reliable and precise insights
2. Operational usage should have a focus on improvements, successes, trends and
customer feedback
3. Capabilities to detect the end to end experience in various routing strategies
4. Found results require different types of actionable items to execute to Routing and
WFO components
5. Detecting interaction context with a precise methodology and accurate detection
rates
6. KPI strategic approach , What needs to be found is key to improve and optimize
7. Big data analysis requires a open approach to pull or push data across the enterprise
we do support
8. More then a decade of deep engineering and development ,resulted in leading
technology
9. Measure what you know about and get insights on area's you want to know about
10. Analytics is fundamental for managing Experience and Business Performance

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ROI and Clear Business Benefits
Superior
Technology
Impactful
Products & Workflows
• Analytics Driven
• Unified
Results Driven
People & Solutions
• Methodology
• KPI Focused
Lower
TCO
ROI
Superior
Technology
Impactful
Products & Workflows
• Analytics Driven
• Unified
Results Driven
People & Solutions
• Methodology
• KPI Focused
Lower
TCO

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Next Steps and Q & A

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thank
you
Paul.beyer@genesys.com
+1 (760) 835-1905 (mobile) EST
Paul Beyer - Global Vice President, Analytics