1. IARE Ask the Experts Panel: Making Data Analytics Actionable

2. Building A Business Intelligence Strategy: The Key Ingredients Contact center and back office analytics solutions landscape How your analytics strategy compares to the maturity of other organizations Best approach to implement Interweaving activity intelligence into your analytics ecosystem © Copyright 2014 OpenSpan, Inc. All Rights Reserved

3. The Current Solution Landscape for the Contact Center and Back Office © Copyright 2014 OpenSpan, Inc. All Rights Reserved

4. Six Steps Data Analytics Methodology © Copyright 2014 OpenSpan, Inc. All Rights Reserved STAGE 4 Model Building & Visualization STAGE 3 Model Planning & Hypothesis Testing STAGE 2 Data Preparation STAGE 1 Discovery Stage STAGE 5 Communicate Results STAGE 6 Operationalize

5. Areas of Business Impact & Insights © Copyright 2014 OpenSpan, Inc. All Rights Reserved Risk and Compliance Track Internal & External Compliance Measure Process Adherence Operational Efficiency Find Inefficient Processes Reduce Variability Identify Training Issues Worker Performance Measure Workers to Gold Standard Behaviors Incent Workers Based on Goals and Outcomes Application Support Capture Application Usage Prioritize Maintenance Record Error Steps Customer Satisfaction Understand repeat transaction drivers Correlate customer satisfaction to behavior Customer Acquisition Retention & Growth Revenue Generation NPL Next Best Offer / Next Best Action