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Why You Need Data Analytics

Data Analytics identifies real business problems.

Leveraging data to identify real business problems can work for you.

Importance of Data Analytics Solutions

The ability to leverage analytics for all of the business data your company collects in order to solve real business problems is now more affordable than ever before and available to every organization. Implementing and applying automated analytics solutions are essential for understanding all facets of your business. As many companies continue to focus on improving the overall customer experience, analytics can help you understand your customer’s sentiment from any touch point (telephone, email, text, social media, etc.).

Not As Complicated As You Thought

Although there are many different types of analytics solutions available on the market, such as front office (contact center specific) and back office (transaction processing) the secret is to partner with a vendor who will help you every step of the way. Once you select a vendor, this is accomplished by first discovering the root causes, pain points, or product and service issues that may be impeding performance or profitability. Some common items or “notions” that analytics can reveal:

  • Excessive customer complaints about a certain service or product(s).
  • Trends and discovery of repeat calls (“called before…”, “calling again…”, “not fixed…”, “still a problem…” etc.) – over time more samples can be discovered and added to the analytics search, strengthening the discovery of repeat calls improving first call resolution.
  • Compliance issues (internal compliance to defined business processes and external or regulatory compliance).
  • Repeat call subject (desktop screen or transactions) representing the repeat call can be defined by user, and automatically and in real time detected by desktop analytics – actions can be taken in real time, such as coaching, notifications, and next-best-action.
  • Monitoring social media sites to understand the voice of the customer (negative and positive), the competition, your brand and reputation, and selling opportunities.

Starting with a defined notion of the relevant data you want to uncover is key to your success. A vendor must allow you to use your own data for clarity, in small digestible bites, to initially demonstrate the viability of the analytics program. Set up an internal team to own the new analytics program. Run the solution as a test program, review the results, implement recommended changes, and review the outcome (benefits, ROI, etc.). You want a vendor that will educate and guide you and do the work for you, sharing results along the journey. Once you are comfortable with the technology the vendor should be able to create a tailored solution for you without a custom price, and continue to assist your future usage, growth and progress.

Multi-channel Delivery – Not as Expensive as You Thought

Analytics programs do not have to break the bank, and are now available to any organization. Many solutions are offered as on-premise, cloud services, outsourced programs, or hybrid packages. Take advantage of the delivery method that best fits your budget and business needs. Selecting the right vendor will enable you to benefit from the functionality and flexibility of multi-channel analytics solutions as well as cost effective delivery methods.



Enterprise Feedback Management

Enterprise Feedback Management

Enterprise Feedback Management solutions enable views into the customer journey delivering a high level of customer satisfaction.

Enterprise Feedback Management Solutions – More than a Simple Survey

Enterprise Feedback Management (EFM) solutions are more than just simple surveys, they are used for actively monitoring customer and employee feedback from all customer touch points such as calls, emails, text, desktop transactions, surveys and social media channels. EFM enables views into the customer journey, and can identify and improve internal business processes to optimize and provide a high level of customer satisfaction, or discover sales opportunities, liabilities, and business intelligence.

EFM, however, requires technical abilities to:

a) Capture all data from all channels, such as structured and unstructured data (text, voice, SMS), and solicited and unsolicited input (such as social media).
b) Perform analytics on all different types of media collected from those channels, including audio, speech, text, email, surveys, screen-based transactions and social media.

Furthermore, EFM demands to provide the capability to view the tiered information (data, unified information, and actionable-predictive-prescriptive information) in a holistic and universal form in order for users to immediately see and easily understand what they have been looking for. This information now becomes a valued enterprise wide asset, not, for example, only a contact center, or other business unit performance or productivity tool.

Complete Views of the Customer Experience

OnviSource supports a true Enterprise Feedback Management solution through its multichannel capture-evaluation, called OnviForce™, and a universal view management, called OnVision™. Capturing data from multiple OnviSource platforms presents a complete view of the customer experience. The data is then analyzed for process improvements, trending detection and associated alerts, customer journey, and sharing of results through real-time, multi-channel analytics, automated actions, and dashboard and other types of enterprise reporting.

Re-defining customer feedback concepts.


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Basics of Contact Center Call Recording

Call recording

Call recording is just as important today as it was 40 years ago.

Call Recording Enhances the Customer Experience

Technical advancements in contact center call recording technology and the implementation of automation and unification of systems has relegated call recording to a commodity. Omni-channel centers handle many more contact touch points than ever before, including telephone calls. Looking back, the first systems that could enhance the overall customer experience first started back in the 1980’s with (you probably guessed!) call recording software.

Recording all calls was practical and a necessity for many businesses that required proof of financial authorizations and other compliance reasons when conducting business over the telephone. Today, there are many more federal and other regulations where call recording is instrumental in protecting companies against litigation.

Call Recording Adapts to Technical Changes

Analog call recording grew into VoIP (Voice over IP) telephony in the ’90s and offered even more telephone capability with different types of Internet device such as smartphones and computers. The rapid adoption of VoIP by everyone, including the large telecoms, provided even more growth into VoIP call recording solutions and the resulting quality assurance (proof that the call is in compliance) software. However, one of the biggest dilemmas that quickly became apparent, was the use of multiple systems doing proprietary call recording (analog, digital, VoIP). The usual scenario was that calls would end up in a silo reporting system creating even more work to manually reconcile reports.

The answer appeared in the form of migration into cloud-based call recording solutions. Using a cloud bridge for older systems, or as many corporate call centers opted to do – EOL their legacy systems – allowed calls from multiple sources to trigger call recording in the cloud, tightly integrated with cloud-based telephony systems (PBX, IVR, dialers, and even social media channels).

Call Recording Benefits

Call recording remains very important to any business that handles customer calls. Financial institutions, any legal conversations, and especially health care (HIPAA) are regulated for when and how they record calls. There are many benefits of call recording:

  • Dispute resolution and historical archives
  • Adherence to federal and state regulations by industry
  • Evaluating customer sentiment
  • Trends
  • Ensure both internal and external compliance processes

Call recording today is just as important today as it was forty years ago – the foundation for ensuring agent compliance and delivering a satisfactory customer experience.


Transforming the Customer Experience

Front and back office integration

Contact center and back office integration is critical to the overall customer experience.

Enhancing and Transforming the Customer Experience

Enhancing the customer experience has become an enterprise-wide strategy, not just a job for the contact center. Smart companies have realized that delivering the optimal customer experience occurs when contact center and back office integration becomes a critical factor for success. After all, your customers just want their immediate issue resolved, and no matter whom they talk to, they look at your company brand as one entity.

Easier said than done, with so many ways customers can contact a business (phone, mobile, text, chat, and social media), the complexity of managing multi-channel contact points puts service quality at risk. Aside from numerous stories of downright poor customer service from overworked and stressed agents, the chances of not receiving, or handling a customer contact in a reasonable amount of time, clearly exacerbates the problem.

Managing Valuable Data

A major challenge in the implementation of an integrated and enterprise-wide optimization, automation and unification is in the management of the end-to-end process and the ability to provide a single and holistic view of the critical data. Every part of the customer experience process generates valuable data, so the next step is consolidating and unifying the raw data into a single, holistic, workflow-oriented view covering the entire contact center and enterprise functions.

Creating an Omni-Vision view of the entire enterprise, followed by applying Omni-Channel analytics to various data and media collected in the process enables users to automatically generate actionable knowledge or even automated actions from the simplest to most advanced form without concerns of how each individual product is used in the workflow chain. The goal is to create time saving and actionable reports, notifications, APIs, and even launching applications, from contact center quality assurance and performance management to business intelligence, discovering new customer experience opportunities or obstacles.

View the complete article, Your Enterprise Transformed, recently published in Connections Magazine.

Connections Magazine

Connections Magazine