Calling for More Than Quality Assurance By: Eyal Rudnik, Product Marketing NICE Systems

3 Improved quality of service Better intelligence for enterprise Compliance and risk management Interaction Analytics enables:

4 Precision Monitoring/ Analytics Below AverageAbove Average GoodPoor Increased Profits Reduced Costs Improved Customer Sat Lower Revenues Increased Costs Reduced Customer Sat

5 Precision Monitoring and Analytics Focus on meaningful interactions Perform root-cause analysis Shorten the time it takes for corrective action Use knowledge to influence future processes & interactions Switch from focusing on “What happened?” to “Why it happened?” and “What is likely to happen?”

6 Customer Behavior Modeling Understand customer intent Determine satisfaction drivers Manage the experience –Service level –Quality of the interaction Predict behavior –Churn probability –Purchasing patterns –Preferences “Firms must model customer behavior, turn analysis into action and revise constantly …” - Forrester Research Customer Trends & Signals Concerns Raised Competitor & Termination References Poor Account Balance Trends Questions about Value & Fees Churn Alert Intervention Alert ! Opportunity Window Early Intervention Alert Proactive Opportunity Window

7 Contact Center The Enterprise Root cause Emotion Detection Call Flow Analysis Script Adherence Behavioral Modeling Competitive Intelligence Fraud Detection

8  Speech Analytics  Emotion Detection  Talk Analysis  Queue time  Ring time  Hold  Transfer  Hang-up side  Screen-events  Data extraction  Customer information  Historical transactions  Quality of service  Product and services  Marketing Campaigns Feedback on: INTERACTION ANALYTICS

9 A few examples to unlock imagination…

10 leading healthcare insurer : Over 350 agents, 4 million calls and 115 million claims handled per year. Challenge: Manage call influxes to improve service and reduce avoidable calls Solutions: –Audio Analysis analyzes influxes of calls associated with new member plans to identify questions being asked and improve marketing communications –Audio Analysis pinpoints calls related to medical procedures that are prone to costly claims appeals. Identified scripting for agents that resulted in reductions in claims. –Screen Analysis tags interactions with Customer ID for quick claims and dispute research Business Impact: –Reduced total call volume associated with new health plan groups by 5% ($18,000/year) –Reduced post-mailing call volume by 30% immediately –Reduced medical appeals exposure by 3% per year –Identified potential legal exposure from marketing communication – saved loss of +$2mm

11 One of the largest retailer: employing over 325,000 associates. Challenges: Increase up-sell / cross-sell success and decrease cancellations of sales orders, Third party IVR customer surveys very costly, time intensive, and slow to deliver insights. Solutions: –Identified Sales interactions (Audio Analysis) that did not result in a sale (Screen Analysis) –Precision Monitoring conducted to assess Sales specific skills –Best practices call library used to share examples of excellent selling techniques Results: –An average sales associate estimated increase in sales by more than $244,000 annually by improving critical sales quality elements. –Sales uplift for bottom third of associates is more than $3.05 million estimated for first year. –Cost savings of over $200K per year through improved survey process. –Identified conciliatory offers losing the company money vs. retaining customers

12 Q&A…