We will begin our Webinar at approximately 1:01 PM EST “How API’s Extend Speech Analytics beyond the Contact Center”

Proprietary & Confidential, CallMiner Inc. Educational Webinar is brought to you by

Proprietary & Confidential, CallMiner Inc. Today’s Educational Webinar How API’s Extend Speech Analytics beyond the Contact Center” is sponsored by the following partners: FREE WEBINAR

Proprietary & Confidential, CallMiner Inc. Webina r Logistic s This webcast is a listen only presentation. If you would like to ask a question, please use the questions panel in the GotoWebcast side bar widget as shown and we will try to answer all of your questions during the Q&A segment of the presentation. The Webcast will be recorded and available 48 hours after presentation at under our Learning Center page. The presentation deck is available now or at the conclusion of today’s webinar under the Event Resources tab of this site and will also be available at under our Learning Center page.

“How API’s Extend Speech Analytics beyond the Contact Center”

Proprietary & Confidential, CallMiner Inc. 6 Today’s Agenda 1. Introduction of Today’s Speakers 2. Brief overview of Interaction Analytics 3. Quick Audience Survey 4. The value of API’s in supporting business objectives 5. The various types of API (It’s more than just data exporting) 6. The future of API development and uses 7. Delving deeper into “data warehousing” 8. Practical, powerful use cases for Data Exporting 1.Data Dashboard 2.Gamification 3.Compliance Management Systems 9. Q&A 10. Wrap Up

Proprietary & Confidential, CallMiner Inc. The Simple Value of Automated Interaction Analytics “ “If you can’t measure it, you can’t improve it.” Peter Drucker

Proprietary & Confidential, CallMiner Inc. What is Automated Analytics? Simply put, Automated Analytics automates the mundane,,,,,,,,,,,,,,,,,, Going from an average 1% or less of calls monitored and graded to 100% of every single interaction in your contact center analyzed and scored.

Proprietary & Confidential, CallMiner Inc. Analytics workbench, category/ scorecard configuration Agent and supervisor feedback performance portal Real-time automated quality monitoring, agent assistant Customer engagement analytics structured data

Proprietary & Confidential, CallMiner Inc. 10 Transcription & acoustic measurements (redacted) Use case specific automated tagging (language patterning) Compliance, behavior & targeted coaching and marketing insight Use case specific Scoring, trending & tracking 100% Interactions Audio Values Metadata Values Agitation Chats Survey s Text Messages s Twitter Word Tempo Silence Agent Info IVR Details Caller Info CRM Data WFO Data Calls With metadata Automated Interaction Analytics - Explained

Proprietary & Confidential, CallMiner Inc. 11 Compliance, behavior & targeted coaching insight Use case specific scoring & tracking 100% Interactions With metadata Transcription & acoustic measurements (redacted) Use case specific automated tagging (language patterning) Thank you for calling ABC Corp. How can I help you? This is my third time calling! You overcharged me on my last bill. I need to speak with a manager! May I confirm your name, address, and address? your account? I’ve already given that information to the previous agent. This is ridiculous ! Proper Greeting Right Party Contact Empathy Compliance Language Dissatisfaction Agent Effectiveness Politeness Dispute Language Close Language Automated Interaction Analytics - Explained

Proprietary & Confidential, CallMiner Inc. 12 Transcription & acoustic measurements (redacted) Use case specific automated tagging (language patterning) Compliance, behavior & targeted coaching insight 100% Interactions With metadata AGENT QUALITY 72 Understanding HIGH DISATISFACTION 76 EFFICIENCY RATING Optimal COMPLIANCE LANGUAGE HIGH Agent EFFECTIVENESS Medium Use case specific scoring & tracking Automated Interaction Analytics - Explained

Proprietary & Confidential, CallMiner Inc. 13 Customer Engagement Analytics - Explained Transcription & acoustic measurements (redacted) Use case specific automated tagging (language patterning) 100% Interactions With metadata Use case specific scoring & tracking Compliance, behavior, Reporting & targeted coaching insight Real-time Monitoring Search, Trend, Discover Compare, Report ALERT ANALYZE Automated Quality or Performance Management FEEDBACKAPI Exporting Data to 3 rd Party Applications

Proprietary & Confidential, CallMiner Inc. 14 First in a multi-part series on API Focus is to give baseline of knowledge to all levels  Education of what is API  Common uses Explore 1 of 3 major use cases (Export)  Examples Demonstrate Eureka API

Proprietary & Confidential, CallMiner Inc. 15 Application Programming Interface APIs are the defined interfaces through which interactions happen between an enterprise and applications that use its assets. An API approach is an architectural approach that revolves around providing programmable interfaces to a set of services to different applications serving different types of consumers

Proprietary & Confidential, CallMiner Inc. 16 The Value of APIs Abstracted, Standard, Efficient Integration, Wide Reach, Partnerships, Mashups Automation Apps Personalization Future-Ready

Proprietary & Confidential, CallMiner Inc. 17 Various Types of API Use Cases – 3 E’s “Export”  Data Warehouse  Export data for another application “Embed”  Functionality of Eureka in another application  Data transformation in another application “Extend”  Add functionality to extend use cases  Non disruptive to “Platform” development

Proprietary & Confidential, CallMiner Inc. 18 But First, a Survey Question… What is your interest in leveraging insights/data from Interaction Analytics via an Application Program Interface (API)?  Export  Embed  Extend

Proprietary & Confidential, CallMiner Inc. 19 Data Warehousing via Eureka API “Export” route

Proprietary & Confidential, CallMiner Inc. 20 Data Warehousing Use Cases Dashboards Gamification Compliance Management System

Proprietary & Confidential, CallMiner Inc. 21 API used to create a custom 3 rd party Dashboard

Proprietary & Confidential, CallMiner Inc. 22 Extracting Analytics Metrics to Drive Gamification Incentives

Proprietary & Confidential, CallMiner Inc. 23 Exporting Analytics Risk Scores for Reporting & Compliancy Automated Speech Analytics Platform Output Application Program Interface Compliance Management System

Proprietary & Confidential, CallMiner Inc.

Educational Webinar is brought to you by

Proprietary & Confidential, CallMiner Inc. Today’s Educational Webinar How API’s Extend Speech Analytics beyond the Contact Center” is sponsored by the following partners: FREE WEBINAR

Proprietary & Confidential, CallMiner Inc. linkedin.com/company/CallMin er facebook.com/CallMinerInc Contact CallMiner for a test drive!  CallMiner puts “skin in the game”  Solution acquisition costs adjusted based on results achieved  Results tied to defined benchmarks during customer Test Drive engagement Available to qualifying contact centers and BPOs Upcoming Webinars: “Stay tuned for upcoming Webinars” callminer.com/webinars Our ROI Whitepaper and ROI Input Checklist are now available on CallMiner’s website and EngagementOptimization.com at the links below ROI

Proprietary & Confidential, CallMiner Inc. Community for Customer Engagement Professionals Connect. Ask. Learn. Share.