Call Journey Conversation Analytics Ecosystem www.calljourney.com - PowerPoint PPT Presentation

Call Journey Conversation Analytics Ecosystem www.calljourney.com

VOICE DATA: The Missing Piece Other er o org Socia ial data ta Listeni ning ng Despite the rise of Omnichannel Customer Engagements, voice interactions continue to play Voice ce Mark arket a vital role in all organisations today in terms of how they communicate with customers. Researc arch Post C Call ll Survey ey But Voice Data is often overlooked in the data analytics mix. Emai mail Each conversation that takes place in an organization poses an opportunity or a risk. Ombudsman CRM RM Currently, in an average ten-minute call with a customer, an alarming 98% of the conversation Comp mplai aints is largely ignored with most of the focus for analysis aimed at the post-call survey. Verbat atims ms CHALLENGES IDEAL SOLUTION ACTIONABLE OUTCOMES Sourcing and understanding customer and The race to understand customers and staff is Marketers can now view conversation data when they employee conversations is a complex process – are looking at areas such as customer journey continuing at a huge unabating pace and organizations there are hundreds of different audio formats, mapping, triggers and events and customer continue to clamor for data in those areas. The hugely differing audio quality, compression and majority of data curated and analyzed is structured sentiment/emotion. encryption techniques at play let alone accessing data – because it’s easy to get hold of. Customer Service executives can now get REAL key aligned metadata with the conversation interactions. insights into the VOICE of the customer and create predictive NPS on EVERY CALL, gain insights into root The holy grail of customer and employee data however cause of customer experience outcomes and delve comes from conversations and in vast amounts of Then, many speech to text solutions fall short in businesses this insights source is unstructured accuracy and engineering modification capabilities. more into CX. (currently in audio formats).. This data is typically very Sales can now expand conversation insights into the Lastly, automatically porting huge data sources difficult to get hold of as globally there are hundreds of huge volumes of calls in the contact centre channel to different audio formats, audio is typically encrypted from audio (in a 3-minute call there are 4500 lines of understand ways to improve revenue retention and data) into upstream tools is complex. and compressed audio, recording quality is extremely growth varied and often the audio is “dirty” from a data General Counsel and Compliance executives can now perspective- (IVR/Hold music). We make the whole process simple AND utilize create automated compliance assessment on 100% of most of the Microsoft environment in the process… their customer voice-oriented interactions. Our solution covers every industry vertical and multiple organisation functions across sales, marketing, customer, HR and Legal/compliance.

Call Journey Conversation Analytics Solution We’re all about voice data. Our mission is to unlock every conversation and add the true voice of the customer and employee into their organization’s data mix. EASY INTEGRATION ACTIONABLE INSIGHTS ENHANCED CONVERSION Call Journey's audio connectivity and voice Data is delivered straight into the Microsoft Analytics Through the smarts of AI and Natural Language flow module integrates with many of the ecosystem, allowing you to easily analyze and monitor 100% Processing, Call Journey transforms unstructured of customer conversations to track agent engagement, world's leading audio capture platforms, data-based voice conversations into structured making the automated process of audio performance and measure customer satisfaction – all at a data and unlocks customer SENTIMENT (what extraction from hundreds of different audio click of a button. Tools utilized include Azure Machine did they say) and EMOTION, (how did they say formats and structures – easy. Learning studio, Customer Insights, CRM, PowerBI and it). Insights tools such as Sales, Customer Service and Marketing.

Call Journey's Conversation Analytics Eco -System + CUSTOMER EXPERIENCE Microsoft go together like cookies and cream! It is much more cost effective to retain and grow an existing customer than to acquire a new one. With the thirst for data, to understand it's Insights and take remedial action continually accelerating at a rapid We can help you protect and grow your customer rate, the ability for Call Journey’s solution to add huge volumes of voice data into an organizations data mix base with greater insights into them via conversation insights. is crucial . With Call Journey and Microsoft partnering together, the cookies and cream combination make it easy for customers to analyse VOICE DATA in their Microsoft environment, enhancing data augmentation and correlation along the way. The partnerships allows for organizations to then understand trends via PowerBI SECURITY AND COMPLIANCE visuals and to disseminate crucial data to multiple interested parties in an organisation across sales, service, marketing and HR via CRM and the various Dynamics 365 Insight modules. Automating QA and expanding coverage to 100% of your voice-based interactions is a smart way to protect your business. We make following regulations, fraud prevention and broad script adherence easy and complement existing processes. BUSINESS GROWTH Call Journey and Microsoft delivers enhanced and valuable data which directly affects your bottom line with decreased customer attrition, better workforce training and engagement, fast campaign tracking, ongoing feedback process, and revenue growth. STAFF ENGAGEMENT The Harvard Value Profit Chain fundamentally says – “look after your staff and they will look after your customers. Then ask yourself – “How often do I measure how engaged my staff are?” With Microsoft and Call Journey, you can now measure staff engagement on VERY customer interaction!

Customer success: Large U.S Based Insurance Company • NPS score increased from 58 to 73 Lapse rates reduced from 16.5% to 10.8% • • Revenue per contact increased 32 percentage points “It was incredible the insights we found when adopting conversation analytics. When we added actual conversation voice data to our data set, the enhanced insights we were able to glean was amazing but also confronting. We saw quickly that our traditional structured data sets we used to predict and manage lapse, gain customer experience insights and manage employee performance were giving as skewed and inaccurate insights without adding voice data to the mix.” - Executive Vice President and Chief Customer Officer Lapse rates reduced from 16.5% to NPS score increased from 58 to 73 Revenue per contact increased 32 10.8% percentage points. “We were lagging behind the industry average NPS score of 70 for insurance companies and this was “We had several projects and initiatives in place to “A great by product of our voice data analytics work on CX and having a big impact on book revenue and cost to manage customer retention and growth. These lapsing cusotmers uncovered a number of customer service. Our structured data analytics approach activities designed to remediate triggers of lapse and challenges across our product set, the way we had certain underpinning our CX strategy wasn’t having the impact low customer experience were based on available data policies and procedures and the way our employees were we needed. sets at the time. When our lapse rate began to engaging with the customers. increase, we went back to our previous data and took When we added conversation analytics using In addition, we found some root cause issues with our further remedial action. With no improvement and in previously untapped voice data, ascertained billing employee onboarding and training programs – when linked fact lapse getting worse, we introduced conversation issues, product challenges, payment process and with some gaps in coaching/leadership issues in our contact analytics and added previously untapped voice data flexibility issues, channel engagement option priorities centre channel these two areas where having a big impact. into our lapse analytics and profiling. and brand impacts. In addition, significant agent We put in place a resultant remediation program which yielded coaching opportunities were derived through emotion, We found that there were several new areas of lapse fantastic results for us in our RPC”. sentiment and call characteristics scoring.“ drivers uncovered and that some of the project we had in play were just plain wrong!”

Unlock the Power of Voice Data with Call Journey Book a Discovery Session: www.calljourney.com/discovery-session Contact us for more info: For North America and Europe: For APAC: BRETT MARSH TIMOTHY TAYLOR VP for Sales in North America Regional Director – APAC E: brett.marsh@calljourney.com E: tim.taylor@calljourney.com Ask a question via email: support@calljourney.com | sales @calljourney.com Learn more: www.calljourney.com/partnerships/microsoft