Are you seeing your customer as a piece of a jigsaw? While one piece of a puzzle might be enough for you to gather an impression, it does not provide you with the complete picture. Attend this Thought Leadership webinar to learn how you can draw on a trusted, accurate and comprehensive single customer view. In other words the single source of truth about the most important entity in your business – your customer.

1. The single source of truth about
your customer
Webinar – Tuesday, 28th January 2014
© Intense Technologies limited 2013-14© Intense Technologies limited 2013-14 www.in10stech.com
1

2. Why Identity resolution?
To know that J. Jones and Jeff Jones are the same person
O th t S ift G i diff t f S ift R h lth h– Or that Swift Group is different from Swift Research, although
Jeff Jones is a stakeholder in each.
To know the aliases a Jeff Jones may go by
To identify a common thread amongst several accounts open
under different names, yet operated by one beneficiary
In critical cases to report out events pertaining to people orIn critical cases, to report out events pertaining to people or
transactions that may be out of the ordinary, real time
In summary, to gain insights into identities, a name, names and
associated activities/transactions
© Intense Technologies limited 2013-14

3. Inside story of customer identity resolution
Web services
Multiple customer interfacing
applications operating in silos,
producing both structured and
Voice Portal
Contact Center
unstructured records of customer data
Overcoming the hurdles of missing,
conflicting, corrupted information and
CRM
Messaging
conflicting, corrupted information and
data entry errors to match customer
information across multiple LOBs
Conferencing
Collaboration
© Intense Technologies limited 2013-14

4. Identity Management
online/offline
De-dupe
Staging
Database
Business
User
Other Applications
for Verifications
Criminal Records
ImmigrationIndividual External Existing MasterCriminal Records
g
DatabaseCitizen
External
Databases
Existing Master
Database
Positive Positive Positive Positive PositiveNegative
© Intense Technologies limited 2013-14

5. Real World Problem -- Identity Variations
Variation Type Examples
Prefix/Suffix errors Mr. Jeff Jones, Jeff Jones
Concatenated Names Jeff Jones , JeffJones
Unpredictable use of
initials
J Jones , M Jeff Jones , J Jones
Abbreviations Mfg/Manufacturing, FedEx/Federal Express
Token Sequence Errors Jones Michael Jeff , Jeff Jones Michael
Missing/Inserted tokens Jeff Jones , Jeff Michael JonesMissing/Inserted tokens Jeff Jones , Jeff Michael Jones
Character transposition Jeff Micheal
Spelling/Typing Errors Jeff Jones, Jeff Jhones, Jeff John
h l L k h i/L i G /G hPhonetic Similarity Lakshmi/Laxmi , Graeme/Graham
Noise(dashes, slashes) Jeff‐‐Jones, Jeff/Jones
Transcription errors Jones/Joff,
© Intense Technologies limited 2013-14
Truncations Jeff Jones, Jeff Jone

6. Real World Problem -- Identity Variations
Variations exist in address
(For example, all the below refer to the same address)
• 180, Bulloch Ave., Roswell GA – 30075
• P. O. Box 11245, Roswell GA – 30075
• 180, Bulloch Avenue, Roswell, Georgia – 30075
• 180, Bulloch Ave., Roswell GA – 30075
Variations and errors recorded in date field (for example dob- 08/03/09)
• Interchange of day and month– 03/08/09
• Error in either day or month or year – 18/03/09, 08/08/09, 08/03/90
Name: Jones Jeff
Address: 180, Bulloch
Avenue, Roswell, Georgia –
30075
Name: Jones J
Address: 180, Bulloch
Ave., Roswell GA – 30075-1234
Name: Jeff Jones
Address: P. O. Box 11245
Roswell GA – 30075
Name: J Jones
Address: 180, Bulloch
Ave., Roswell GA - 30075
© Intense Technologies limited 2013-14

7. How about a Single View?
Scenario 1 @ a TSP/Bank: Identify a customer with multiple
connections for a holistic view across LOBsconnections for a holistic view across LOBs
J J
Postpaid
Connection
Prepaid
Connection
Jeff Jones
180, Bulloch Ave.,
Roswell GA - 30075
J. Jones
180, Bulloch Avenue,
Roswell, Georgia –
30075-1234
Jeff Jones
Jeff Jones
P. O. Box 11245
Roswell GA – 30075-
1234
Jeff Jones
180, Bulloch Ave.,
Roswell GA – 30075-
1234
Prepaid
Connection
Postpaid
Connection for Spouse
© Intense Technologies limited 2013-14

8. How about a Home View?
Scenario 2 @ a TSP/Bank: Identify a customer/his relations subscribing to
multiple services to gain a holistic view of all relationships
Land line
Connection (Registered on father’s name)Mobile Connection
p g p
Jeff Jones
180, Bulloch Ave.,
Roswell GA - 30075
J. Jones
180, Bulloch Avenue,
Roswell, Georgia –
30075-1234
Jeff Jones
P. O. Box 11245
Roswell GA – 30075-
1234
Jeff Jones
180, Bulloch Ave.,
Roswell GA – 30075-
1234
DTH
Connection (registered on Spouse’s name)
Broadband
Connection (registered on
Self)
© Intense Technologies limited 2013-14
Unavailability of persistent, sharable and trusted version of customer data

9. Statement consolidation and Bundle your
Offer/Services
Unique ID connecting
Multiple Lines of
BusinessBusiness
Reduces Communication
CostsCosts
Up sell through relevantUp sell through relevant
marketing messages
© Intense Technologies limited 2013-14
Cross sell internal Service
(Customer not registered for)

10. How about Banking? Fraud Accounts!!
Sujith Saxena
-Saving
Account
Sujith Saxena
-Saving
AccountAccountAccount
Amith RajAmith Raj
Sandeep
Deshmuk
C
Sandeep
Deshmuk
C
Common
Phone No.
-Fixed Deposit-Fixed Deposit-Current
Account
-Current
Account
9999988888
SwethaSwetha
© Intense Technologies limited 2013-14
10
Swetha
-Credit Card
Swetha
-Credit Card

11. Benami Transactions
J Jones
-Saving
Account
J Jones
-Saving
AccountAccountAccount
Jeff Jones
-Fixed
Jeff Jones
-Fixed
Jeffrey Jones
-Current
Jeffrey Jones
-Current
Common
Beneficiary
DepositDepositAccountAccount
Beneficiary
JeffJeff
© Intense Technologies limited 2013-14
11
-Credit Card-Credit Card

12. 360 degree Profile
POI
POI
Search
Child1 Child2
POI.
Mobile no.
Transaction no.
Parameters
Matching
Rules
POA
Combined
Data
Identity
Resolution
(IR Engine)
Name Name & Father Name
Father Name = Name Father
IR Engine
‐ ‐ ‐
Fam
Property
Bank
Father
Name Father Name = Father Name
Sibling
Household Household
mily Tree
Credit Card
Travel
Name / Address
Address
Address Similarity
Name / Address
Spouse
Household
entity1
Household
entity2
Stock Exchange
Mobile no.
© Intense Technologies limited 2013-14
External Sources
Credit Card
Transaction
Bank
Transaction
Property
Transaction

13. Key features you should look for
Bulk and real-time de-duplication of subscriber records for a
central repository of customer data
High precision and recall rates
Data cleansing and standardization from multiple sources
Hashing techniques for Most probable and Least probable
records
Multi-channel communication engine with business rules forMulti-channel communication engine with business rules for
loyalty computation and redemption
Operational and MIS reports to enable educated decisions
© Intense Technologies limited 2013-14
13

14. Intense Technologies Limited
Secunderabad Noida Mumbai Bangalore
INDIA
Intense Technologies Limited
Secunderabad
A1, Vikrampuri
Secunderabad - 500 009. AP, INDIA
Tel: +91-40-44558585/27849019/27844551
Fax: +91-40-27819040
e-mail: info@intense.in
Noida
A-1/E, Sector - 16
Noida - 201301
Uttar Pradesh
Tel: +91-120- 4743900 to 10
e-mail: sales.delhi@intense.in
Mumbai
101, Vaishnav Apt, Dr.Charat Singh Colony
Nr. Solitare Corporate Park, Chakala, Andheri (E)
Mumbai - 400 093.
Tel: +91-22-32419713/32064648/28253400
e-mail: sales.mumbai@intense.in
Bangalore
103, Krishna Chambers,
20/21, Konena Agrahara, 5th Cross,
Airport Road, Bangalore - 560017
Tel: +91-80-324 91083/30588333/9741922511
e-mail: sales.bangalore@intense.in
10481 NW 36 Street,
Miami FL 33178 USA
Tel: +1 954 545 2037, GSM: +1 305 509 1250
e-mail: jaime.diamand@in10stech.com
UNITED STATES OF AMERICA
9, Temasek Boulevard # 19-05
Suntec Tower 2
Singapore 038989
Tel: +65-8288-1859
SINGAPORE
P.O.Box 88174,
Dubai
Tel: +971-4-2653202 / 56-6499568
e-mail: info@intense.in
UNITED ARAB EMIRATES
About Intense Technologies
Intense Technologies is an enterprise software products company offering productized solutions across customer communications management, content management and information
management domains. Intense's solutions are backed by strong domain expertise and best practices drawn from client engagements across Telecom, Banking, Insurance and
Manufacturing verticals.
© Intense Technologies limited 2013-14
Intense’s solutions deliver compelling ROI to enterprises by way of rich customer experiences, improved operational efficiencies and reduced costs across customer-facing business
functions. Our solutions are architected to give agility to business processes and provide a sustainable competitive advantage.
© Intense Technologies limited 2013-14 www.in10stech.com
14