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Transforming the Enterprise and Call Center with Intelligent Automation (IA)

5 Capabilities Intelligent Automation (IA) Solutions Must Deliver to Align with Customer Demands

We live in a world that is connected, mobile and demanding. Enterprises must use Intelligent Automation to gain a better understanding of their customers’ demands, behavior and sentiment. This is essential to successfully manage the customer experience. Especially when today’s customers have other options, high expectations, and access to multiple channels of engagement.

Intelligent Automation Solutions

Managing big data resulting from everyday business with customers, employees and internal activities is another major challenge. It is almost impossible to analyze big data and produce actionable knowledge using manual methods. Other challenges include the lack of unification among enterprise systems and the absence of business process automation.  Deficiencies in producing real-time and holistic views of the overall enterprise operation pose a final challenge.

Conventional workforce optimization (WFO) solutions are not adequate since they do not make use of intelligence-based automation. They use an “inside-out” approach that focuses on aligning customer service with internal business processes.  IA-driven solutions use an “outside-in” approach that aligns business processes with customer demands.

CXM Driven by Intelligent Automation

To cost-effectively deploy IA solutions to most functions of an enterprise, solutions should offer 5 major, generic capabilities:

Capture

Access, capture and record data, media and KPIs from every entity engaged in enterprise functions. This includes data and media from telecom platforms, service request routing, customer engagement, multichannel interactions, transactions, IoT devices, CRMs, and ERPs.

Unify

Manage, normalize, convert, categorize, and prepare the captured data for the next steps of processing and analysis.

Analyze

Multichannel and cross-channel analytics use the unified datato produce actionable knowledge and insightful trends.

Decide & Learn

Rule-based or AI-driven decision-making and learning machines use the actionable knowledge and trends to automatically determine next best steps and actions.

Act

Automatically launch the best actions, reports and notifications determined by the decision-making machines.

The advantage of such capabilities is that they can intelligently automate enterprise and contact center functions related to both customer experience management (CXM) and business process automation.

Empowering enterprises to cost effectively and intelligently automate and unify customer experience management and business processes.

Organizations can intelligently automate the entire CXM process and customer journey before, during and after service. This includes customer service routing, engagement, processing and feedback management. During engagement, IA drives other applications such as automated QA and compliance management. IA also impacts voice and text-based Intelligent Virtual Agent as well as intelligence-based voice applications such as fraud protection and discovery of sentiment. Business process automation is enabled through intelligent robotic process automation, unification and process automation among dispersed enterprise systems engaged in delivering certain enterprise functions.

Deployment of and transition to Intelligent Automation solutions requires customer assistance programs to assure success and a rapid return on investment. Suppliers of Intelligent Automation solutions should offer customer-centric programs like consultations and proofs of concept.  Intuitive tools that help customers map their business processes to IA solution configurations should also be made available. Solutions offered as both on-premise software or SaaS make acquisition easier and help organizations meet their business and financial requirements.

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Customer Experience Management Powered by Intelligent Automation

Customer Experience Management Powered by Intelligent Automation

Customer Loyalty vs. Customer Satisfaction

All enterprises should strive to create positive customer experiences that lead to customer loyalty. Customer loyalty is different from customer satisfaction.  It establishes a long-lasting relationship with customers. It is an ongoing process, not a single set of actions. Therefore, enterprises should develop a strategy for customer experience management.

Companies first focused on customer interactions by capturing and analyzing customer calls, emails and chat. Agent training soon followed to better serve customers during interactions. This approach helped to achieve customer loyalty, but it ignored other steps of the customer journey critical to Customer Experience Management (CXM).

4 Segments of Customer Experience Management

Customer experience management demands a view of the entire customer journey, consisting of the following four segments:

  1. Routing customer service requests to the right organization and agent rapidly with no need for the customer to repeat information
  2. Managing interactions for the best outcome for the customer
  3. Processing customer service requests quickly and accurately
  4. Capturing and analyzing customer feedback from all customer touch points during and after the completion of service, making changes and taking action toward improvement.

intelligent automation

Intelligent Automation Technologies Greatly Power Customer Experience Management

Enterprises can face major challenges in establishing these four critical segments effectively. This is where advanced Intelligent Automation (IA) technologies greatly enhance CXM programs.

The core components of IA is commonly used the same way in all four segments.

  1. Data and media capturing, unification, and big data management performed on all areas critical to the customer journey. This includes telecom platforms (network routers, IVR, PBX, ACD, etc.) and key performance indicators from workforce optimization, workforce management, customer relationship management and enterprise resource planning.
  2. Multichannel analysis (speech, desktop and text) of unified data and the creation of actionable knowledge
  3. Learning Decision Making Engines (LDME) driven by Artificial Intelligence (AI) further analyze actionable knowledge, make best decisions, and learn from historical data and analysis
  4. Automated actions driven by LDME launch actions and automate functions

 

Artificial Intelligence and Learning Machines are Key to Making IA a Practical Solution

customer journey

In customer service routing, IA automatically captures, monitors and analyzes the status and performance of all entities engaged in the customer journey. Routing makes the best decision and launches the action to intelligently route the service request in real time. It also captures customer information from each touch point and deposits it in a single place accessible to all agents and systems. This prevents customers from having to repeat information.

IA captures and analyzes customer interactions (calls, emails, chat, desktop transactions) to automatically conduct quality assurance, compliance management and customer sentiment analysis. Real-time coaching, workflow automation, reminders and notifications help automate agent interactions. Recent developments in AI-based chatbots and Intelligent Virtual Agent (IVA) technologies automate customer interactions while reducing enterprise expenses.

When it comes to processing customer service transactions, IA utilizes Robotic Process Automation to process repetitive tasks in various processes without errors. IA utilizes Business Process Automation to perform data collection, unification and analysis of transactions to automate business processes.

Finally, IA captures customer sentiment from every customer touch point during and after service. This can include social media content and customer surveys. IA analyzes the data and provides actionable knowledge to LDME that can offer conclusions, trends and actions.

Each of these four steps is designed to improve systems, processes and the interactions engaged in the customer journey.

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Transaction Data Unification Challenges

Enterprise data transactions

Associating and exchanging data and events related to the entire transaction life cycle and the data unification of transactions.

Sharing Enterprise Data

Today’s enterprises face a major challenge with associating and exchanging data and events related to the entire life cycle of the transactions. Transactions are processed by major and dispersed parts of their business operations, and especially in between telecom platforms, WFO products, and CRM software. Automating data unification and media from each transaction life cycle, processed by these discrete parts, can offer a holistic and enterprise-wide view for each transaction.

Data Unification – Automate or Manual Data Collection

For example, a CRM record can automatically and in a single place, contain the data and information related to the entire life cycle of a transaction. This can include the start of the transaction through telecom platforms, followed by:

  • Processing of the transaction by agents
  • Agent interactions
  • Information related to the recording
  • Monitoring and analytics of the transaction
  • Final steps in completing the transaction through the CRM software

Consequently, and without a data unification solution, enterprises are forced to manually gather the dispersed information. Manual operations result in time-consuming projects, higher costs, errors and deficiencies in the business process.

The ideal transaction data unification solution provides users with the ability to:

  • Define critical pieces of information and media they need to automatically unify from various enterprise products. This includes telecom platforms, WFO products (such as call recording, screen capture and desktop transactions, and automated quality assurance programs, etc.) and the CRM record objects
  • In real time and automatically collect the data, information and media from all user-defined products and platforms through APIs and software integrations
  • Aggregate the data and store in user-defined locations, such as the CRM screens

A supervisor, a claim or order validator, or a QA manager can utilize the CRM records, reports, charts and analytics snapshots to obtain the information related to the entire life cycle of a transaction. Users can click on user-defined CRM data fields and immediately access recorded calls, WFO-related data, or telecom information.

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What is a Call Center? A Modern Primer

Call centers are offices staffed with representatives who either make or receive phone calls.

Call centers employ many staff in customer service, sales and support functions.

Call Center Introduction

A call center is an office where a company’s inbound calls are received, or outbound calls are made. Call centers are increasingly popular in today’s society, where many companies have centralized customer service and support functions. Call centers employ many staff in customer service, sales and support functions.

Call centers are often large offices staffed with representatives who either make or receive phone calls. Depending on the size of the call center, a single office could have anywhere from a few dozen to hundreds of telephone staff. Depending on the needs of the company, call centers can make either incoming or outgoing calls, or both.

Some call centers focus on answering inbound calls, such as a bank that gives out a toll-free number for customers needing assistance. In that case, call center representatives can give account balances and take loan applications over the phone. Other call centers focus on outbound calls, such as a survey company. In that case, survey representatives make outbound calls to ask people to answer survey questions over the phone.

Almost every company or enterprise has a need for call center. Call centers provide a number of advantages to companies. By centralizing telephone-based service and support in one location, companies can easily adjust staffing to match call volume. Call centers can be located almost anywhere, allowing companies to take advantage of time zones and cheaper labor rates in different states and countries. Call centers also centralize the technology needs of companies, allowing major telecommunications setups to be installed in a small handful of call centers instead of a number of smaller offices, making upgrades and training easier to complete.

Inbound and Outbound Call Management

Many call centers use a number of different technologies to help improve performance and customer experience. Inbound call centers often use automatic call distribution (ACD), in which incoming calls are assigned to representatives on the order they are received, or assigned based on their skills.

Inbound call centers also use a technology called Interactive Voice Response (IVR), in which an automated recorded voice presents a menu to the caller to choose from by dialing numbers or speaking the choice.

Outbound call centers may use Dialer technologies. Dialers can automate the outbound dialing for representatives in which a list of telephone numbers are entered into the Dialer, and Dialer will dial those numbers automatically either after the agent has completed the previous call, or continue dialing the numbers on the list until a number answers and while the representative is waiting, in which case the Dialer automatically connects the answered call to the representative.

Workforce Optimization (WFO) and Workforce Management (WFM)

Call centers usually utilize call recording and monitoring (WFO), in which customer calls are recorded and monitored by quality assurance staff to ensure that phone representatives meet customer needs. Quality assurance and agent performance scoring are critical functions in improving the performance of call center representatives. There are software technologies and applications, called workforce management (WFM), used to effectively schedule call center agents based on the volume of calls during the day, week or month. This schedule management will prevent over- or under-staffing the call center.

Other technologies, such as Performance Management (CCPM), are available to call center managers to define their Key Performance Indicators (KPIs), measure, report and manage the performance of their agents and call centers. In recent years industry vendors have provided to call center software technologies that can perform speech and/or text analytics. Analytics technologies can assist in automating and optimizing work required to monitor, measure and qualify call center transactions and/or agent interactions with customers.

The collection of all of the above technologies, called Workforce Optimization (WFO) and Workforce Management (WFM), can be used to automate and optimize the call center transactions, functions, customer interactions and quality-compliance management. Call center technology evolves constantly, helping call center staff assist customers more efficiently and effectively.

Hierarchy of Call Center and Enterprise Technologies

Multiple categories make up today's complex call center environment.

From connecting to the outside world, to customer support programs, call centers are a vital part of modern business.

Call Center Outsourcing

Call centers have been increasingly popular as outsourcing increases. With outsourcing, companies contract out some functions to other companies. As it can be expensive to maintain call center equipment and staff, some companies choose to outsource their telephone functions to an external call center. In this case, external call center staff can be trained to answer phone calls from a number of different companies.

 

Evolution of the phone: Why the phone lies at the heart of business

 

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First Call Resolution – You Don’t Know What You’re Missing

First Call Resolution

Call sampling for quality purposes misses a great deal of valuable customer information – a low first call resolution (FCR) rate leads to increased call volume, workload, agent payroll expenses, customer dissatisfaction, and loss of customers.

First Call Resolution

Enterprises record calls and customer interactions, performing Quality Assurance (QA) evaluations in order to improve their customer’s experience, and their own business performance. No matter how fine-tuned your enterprise processes are, every contact center gets repeat calls.  Industry reports indicate that approximately 65% of inbound calls are resolved on the first call. That means that 35% of customers are forced to call back to get their issue taken care of. Some customers won’t even bother to call back resulting in lost revenues, brand erosion, and lost customers. Repeat callers and the problem of first call resolution (FCR) is so important, because multiple calls for the same reason account for up to 15% of a contact centers annual budget.1

The question is how do you handle repeat callers, and are you even aware of how many times your customers called you back for the same reason. One of the components that is missing, especially in large contact centers with hundreds of agent calls, is a solution to listen to all of your customer calls, monitor all customer interactions, and only report or flag the instances that need to be reviewed.

Why First Call Resolution Matters1

  • Reduce operating cost –a huge opportunity to reduce your center’s operating cost.
  • Improve customer satisfaction – 1% improvement in first call resolution yields a 1% improvement in customer satisfaction; the absence of first call resolution is the biggest driver of customer dissatisfaction.
  • Increase opportunities to sell – when a customer call is resolved you increase the customer cross-selling acceptance rate by 20%.
  • Improve employee satisfaction – high employee satisfaction means higher first call resolution; stress is very high on employees who handle 2nd or 3rd customer calls.
  • Reduce customers at risk – if a customer’s problem is resolved in the 1st call, only 1% of those customers are at risk to go to your competitors.

Call Sampling

Quality Monitoring (QM) and Quality Assurance (QA) systems can help prevent bad habits from becoming common place, and ensure call center agents get all the details just right.  However, due to QA costs, most contact centers are forced to only sample calls for the purpose of QA – missing a great deal of available information that is valuable for improving the customer experience and performance.

The answer is to automate the entire QA process with automated speech analytics. AQA using speech analytics identifies and flags only the calls that need attention per pre-set guidelines or profiles. Discovering the reasons for repeat calls can be found using Speech and Desktop analytics and Customer Surveys.  In today’s business 100% of calls and transactions must be captured, monitored and evaluated in order to achieve the performance targets.  However, there is a major challenge in conducting quality and liability management for 100% of calls or desktop transactions.

Example 1 – by answering three simple questions it is easy to see why first call resolution matters:

Q1.      How many agents do you have?

A1.       50

Q2.      What is the average duration of calls recorded per agent per day?

A2.       6 hours

Q3.      What is the number of business day you work per month?

A3.       21 days

The formula here is a total of 50 agents X 6 hours of recorded calls X 21 days = 6,300 hours of recorded calls per month. Typically, a QA supervisor can only listen to a maximum of 120 hours of recorded calls per month. That means you need to have 50 QA supervisors to do 100% QA for 50 agents – at a huge cost of over $2.5M per year. That is why many contact centers still rely on call sampling – missing important calls, interactions and trends every day.

First Call Resolution Solution

The FCR solution is to apply analytics-based QA to automate and conduct 100% QA on all calls and interactions. This will enable you to discover and resolve problems with agents, processes or subjects (such as products or services), that cause repeat calls. Automating the QA process has become affordable for contact centers of all sizes, and certainly not at a premium of $2.5M/year for 50 QA supervisors required to QA without automation.

Example 2 –

  • A contact center has 100 agents
  • Repeat call rate is 60%
  • That means 60 agents are handling only repeat calls
  • Using speech and desktop analytics, repeat calls are reduced by 20%
  • This is a savings of 20 agents handling repeat calls

20 * $5,000/Month → $60,000/Month → $720,000/Year

A significant savings with a real return on investment.

Benefits of an Automated QA Solution

  • Users can define QA scoring templates
  • Speech analytics will automatically analyze each call against the QA template and records the scores
  • Speech analytics use phonetics engine that processes the analysis extremely fast
  • Results can be directly and automatically disseminated to various organizations, or
  • Can be further evaluated by a small group of QA supervisors

Implementing Automated Quality Assurance

As with any advanced technology such as analytics, it is important to find a vendor that will work with you to fulfill your specific needs and environment. This should first begin with a complete review of your issues, challenges and root causes of concern, and the capability to uncover trending information. The only way to really understand the issues and create a solution is to use your own data and implement a solution using your own operating processes. Implementing an automated quality assurance solution has a demonstrable return on investment and can improve your customers as well as your employees’ satisfaction.

 

Fully Automated Quality Monitoring for High Volume Contact Centers http://ubm.io/2eqgP8i

1SQM Group

 

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OnviSource Ranked “Hot Vendor” in New WFO Report

Hot Vendor WFO 2016

OnviSource named “Hot Vendor” in Ventana Research 2016 WFO Report

OnviSource was recently ranked a “Hot Vendor” for the third consecutive year in the “Ventana Research Value Index: Workforce Optimization 2016” report. Ventana Research is a leading benchmark research and business technology advisory services firm. The Workforce Optimization (WFO) report is the end result of a comprehensive and scientific survey of participating WFO solution vendors.

Hot Vendor Ranking

OnviSource took the top ranking in two out of seven categories and ranked as a “Hot Vendor” in overall placement among vendors that were also evaluated. One of OnviSource’s top rankings was in the Usability category. This ranking is awarded to the vendor that provides a high level of work into the functional roles involved in WFO such as upper management, managers and supervisors, and IT operations. The Usability category includes the solutions support for mobile, Web and voice technologies. Usability also applied to how solution design affects users of different generations.

The second top ranking OnviSource was awarded was in the TCO/ROI (Total Cost of Ownership/Return on Investment) category. This category demonstrates the vendor’s commitment to the product and value delivered, the total cost of ownership and the total benefits of ownership. It also includes the necessary tools and documentation that a potential customer would need to enable an evaluation for optimizing the TCO and ROI.

The list of WFO ranking categories:

  • Usability
  • Manageability
  • Reliability
  • Capability
  • Adaptability
  • Validation
  • TCO/ROI

Multi-channel Workforce Optimization (WFO) for Front and Back Office

OnviSource offers workforce optimization for front and back office functions, including the recording and monitoring of 100% of calls, desktop screens, emails, chat, customer surveys, structured and unstructured text and social media channels. The multi-channel captured data is fully analyzed by our automated and omni-channel analytics, including speech, desktop, text and social media, in order to create actionable-knowledge.

OnviSource’s solutions – affordably delivered as software products, cloud services, outsourcing solutions, or any combination – provide enterprise-wide optimization, automation and unification for front office, back office and operation management. OnviSource uses both internal and external data centers for its cloud service solution offerings. The company also owns and operates its own award winning contact centers.

Ventana Research Releases 2016 Value Index for Workforce Optimization

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Contact Center and Teleservice Money Saving Tips

Contact Center Agent

High attrition rates in the contact center are a major concern.

There are many ways you can save money in a contact center environment. The tools available today that can lower costs have a profound effect on your bottom line. Workforce Optimization (WFO) solutions have been around for a while, and along with implementing technologies such as Voice over Internet Protocol (VoIP) into your contact center, they can really save you money. Here are a few money-saving tips to consider.

Save on Contact Center Telecom Costs with VoIP

Many companies are investigating VoIP to save on telecom costs. VoIP can help eliminate conventional landlines, and it is significantly cheaper than placing your calls through traditional telephone service providers. Overall, implementing VoIP can be relatively simple if you’re looking for a hosted service. VoIP providers handle all the infrastructure offsite, delivering calls to your phones and software clients.

The alternative is to implement a self-hosted, on-site VoIP system. No matter which option you choose, an IP-based, VoIP-friendly version of the PBX phone systems that many offices use is required to route your calls to the appropriate phones on your network. Vendors such as OnviSource can help you decide on the correct configuration for your needs such as a device called a PSTN (public switched telephone network) gateway. The PSTN gateway sits between the IP-PBX software and the analog signals of the PSTN and converts calls to and from digital signals. The benefits of both VoIP options are lower costs and easy configuration management.

Managing Your Contact Center Workforce

One of the biggest cost centers for any company is its labor force. The contact center is no different and having the right staff in place at the right time is not only cost efficient but also contributes to a better overall customer experience. Implementing workforce management (WFM) software allows you to plan more accurately and develop a positive work environment for your agents by taking into account their availability, skills, level of seniority and earned time off. This contributes to a drop in absenteeism and retention rate improvements. WFM has a direct impact on lowering the attrition rate and can also improve agent inefficiency, and minimize idle time.

Workforce optimization software is another essential and money saving contact center tool that has been around for a long time. The basic starting point when using workforce optimzation is call recording. Call recording is a valuable component because it can help you get the most out of your human resources by evaluating and optimizing the performance of your people. Monitoring their daily customer interactions ensures a consistent message and adherence to internal call processes. Call recording can be used as a real world training tool.  Evaluating and playing back recorded calls helps teach and assist new or low performing agents in proper call handling and policy adherence. Call recording may even be mandatory as many organizations are required to record all transactions including telesales, debt collection, finance and banking.  As regulations and consumer demand continue to increase, this requirement will become even more necessary and valuable.

Recording calls isn’t enough. You need a tool to help you evaluate them for quality assurance, making sure your agents are doing a good job. Listening to every call is near impossible if your time is limited, especially if you operate a contact center with many agents. Using a software tool for Quality Assurance (QA) allows you to regularly monitor, support, and give your agent’s with feedback and training to assure and maintain high standards. Bonus and incentive programs can be based on QA scores based on how agents handle calls and their overall performance.

Of course automating the entire QA process will not only save you time, but also eliminate the need for additional personnel engaged in the QA process. When you have the ability to measure and score every interaction, agent performance can be actively measured.

Automated analytics is one of the fastest growing segments of the contact center technology market. Speech analytics and other analytics tools are appealing because they allow companies to take action using unstructured data from customer interactions to gain new insight about their customers.

When used to evaluate agent performance and adherence to internal and external policies and processes, analytics software can give you a significant competitive advantage. A realistic return on investment (ROI) for a speech analytics solution can be as little as six months (up to 18 months).

Voice Messaging can also lower costs by reducing the need for live answer. For example, by front ending calls with voice mail, basic inquiries for information such as office hours can be answered automatically. Voice messaging can increase productivity, improve internal communication, enhance customer service, and reduce message-taking costs. Using a voice-message system ensures accurate messages, reduces the need for live message taking, and frees users from time zone dependency. A properly implemented voice messaging system can leave a positive first and lasting impression on callers.

Improving Contact Center Cash Management and Flexibility

Finally, contact centers of all sizes can improve their cash management and create flexibility by using a vendor with varied payment options. Leasing can help businesses preserve cash flow by making predictable and affordable payments, freeing up capital that would otherwise be tied up. For example, a large contact center chooses a three-year lease instead of purchasing IT and office equipment. Instead of paying $100,000 up front, the company will pay $85,000 over three years. By working with a vendor that is accustomed to lease agreements, purchasers can obtain leases that are structured to preserve their cash and create financial flexibility.  Lease to buy programs are also potential money saving options worth investigating.

Every business has unique operating circumstances, so make sure you select a vendor that can offer multiple payment options and delivery methods. This should include premise based, software and equipment purchases, cloud based solutions and even outsourcing services.

Leading Reasons for Call Center Agent Attrition

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Cross-Channel Analytics Transforms the Enterprise

Cross-Channel Analytics Transforms the Enterprise

Capturing and analyzing 100% of the customer experience at every touch point determines the alignment and the optimization necessary to significantly improve customer satisfaction.

Cross-channel Analytics Delivers Customer Engagement Management

OnviSource recently announced a new cross-channel analytics, enterprise-wide solution called OnVision. OnVision leverages an entire suite of workforce optimization (WFO) products to deliver insightful information and trend analysis related to customer interactions and experience across all channels and customer touch points.

“Inside-out” versus “Outside-in”

WFO is traditionally used as an “inside-out” approach to optimize the performance of the workforce within an enterprise in order to improve customer satisfaction. Today’s market is rapidly transforming to an “outside-in” method with first capturing and analyzing 100% of customer experience at every touch point. This determines the alignment and the optimization that is necessary to significantly improve customer satisfaction, and resulting in customer retention, growth, new revenues and favorable branding.

The transition of WFO to this new approach, called Customer Experience Management (CXM), requires an omni-channel method to capture relevant customer experience data from every channel; including calls, emails, chats, desktop transactions, customer surveys and social media. However, capturing 100% of information from all channels can produce a massive amount of data, or Big Data.

What Cross-channel Analytics can do for You

Cross-channel analytics can be leveraged in many ways including looking for data on a specific “subject” you want information on, to providing important data on events or issues you are not even aware of yet. For example, a customer may contact your business from multiple channels before making a purchase. They may fill out an online form, call for information, or send an email inquiry. All of these unique interaction touch points can identify and assist the customer. Unfortunately, the same customer often gets conflicting information, even pricing, depending on which channel they contacted. OnVision can dramatically improve the overall messaging and alignment for customer engagement.

Another example, this time from a corporate view, where a bank issues a new credit card. The bank wants to understand customer sentiment regarding the credit card launch from multiple sources such as social media (Facebook, Twitter, etc.), call center inquiries, email, text, and chat feedback. OnVision can combine all of the multi-channel analytics into a subject search, in this case, the credit card, and automatically report on the campaign from all of the different channels into one combined report. OnVision can also provide “proximity” searches such as “I like this credit card”, or “this is not a good credit card offer”, “I hate this credit card”, into a cross-channel analytics report.

Often businesses are not even aware of what they need to change to improve operations, customer service, products or processes. OnVision can discover as yet unknown issues or trends. For example, a sudden spike in complaints about a new product, across multi-channels, that might not have triggered an alert if they were only identified coming from one channel. Applying cross-channel analytics gives you trending and predictive analytics and a universal view of the entire enterprise.

The multi-channel analytics generates a huge amount of data. OnVision greatly assists managing the big data. It automatically analyzes the captured data from each channel and produces channel-dependent actionable knowledge. OnVision consolidates and filters customer interaction data across the entire enterprise into seamless, usable and actionable data. It is the next step in the evolution of workforce optimization and big data management, providing a customer centric approach to customer loyalty and improved satisfaction. OnVision fulfills the need for a solution in which WFO and omni-channel analytics are unified with big data management techniques. This provides a true customer experience management, or the next generation WFO, in a universal view.
Connections Magazine – Transforming WFO into CEM 

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The Workforce Optimization Evolution

Using WFO, CEM and Big Data Management to create unified, cohesive actionable knowledge.

Using Workforce Optimization, Customer Engagement Management and Big Data Management to create unified, cohesive actionable knowledge.

Why We Need the Unification of Workforce Optimization and Big Data Management

Workforce Optimization (WFO) has experienced rapid evolution in both the market demands and the solutions that responded to those demands. The evolution started with enterprises recording telephone calls with their customers for the purpose of record keeping. Then enterprises decided to gain some additional benefits from the recorded calls by sampling some of them and conducting manual QA in order to discover and improve their agent performance and/or better manage their liabilities.

Soon it became obvious that sampling is inadequate in discovering valuable information needed to effectively optimize the customer interactions, and 100% of calls needed to be monitored and scored. This however, required a large number of quality assurance (QA) personnel in order to conduct QA for all recorded calls, leading to a financially impractical proposition. This is when speech analytics solutions came to the rescue by automating the QA process for all recorded calls.

While the industry resolved one major problem, the next challenge was created when customers, in addition to interacting with enterprises through calls, started using other channels and touch points such as desktop transactions, emails, chat, and later social media. This necessitated the enterprises to capture all interactions from all channels, resulting in massive amounts of data being captured on a daily basis. This created yet another colossal challenge, namely, Big Data Management. This phenomenal growth also made enterprises realize that they needed to transform their definition of workforce optimization from agent transaction optimization, to a holistic and multi-channel Customer Experience Management (CEM).

The big data management challenge was partially mitigated by the creation of additional analytics solutions. These solutions addressed desktop screens and a variety of text resulting from emails, chat, social media contents, customer surveys, and structured or non-structured customer documents. Therefore, the market promoted omni-channel analytics as a pioneering solution to capture massive amounts of data from multiple customer touch points, analyze and transform the big data into actionable knowledge for each of the customer touch points.

Though this was great progress in converting enormous amounts of data to actionable knowledge. The omni-channel analytics solution offered actionable knowledge for each individual channel deposited in their own data bases.  However, another solution was still required to create a single and holistic view of the actionable knowledge for specific subject(s) across all channels, and across all customer touch points, by automatically analyzing the results of all omni-channel analytics and discover, aggregate, unify and present a universal actionable knowledge. The combination resulted in a solution in which the workforce optimization and omni-channel analytics were unified with big data management techniques, providing a true Customer Experience Management, or the next generation workforce optimization.

WFO_BDM_2

 

“81% of Enterprises Are Relying On Analytics To Gain Greater Customer Insights” – Forbes/Tech
http://onforb.es/1LMyfog

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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.

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