Are you listening to what your customer have to say?

The World Has Changed…

When People ‘Go Social’… Why is it interesting to 10 million people because they identify themselves with this – there are 800 people who had a problem with the luggage policy

VOC Strategic Objectives Drive customer-centric business strategies Understand the customer journey and drive operational excellence Respond to customer wants and needs in a timely fashion Innovate products and services, targeting markets more effectively Develop a loyal and highly profitable customer base

VOC Programs Build Customer Value Customer value is built through a focus on loyalty and advocacy Dissatisfied Satisfied Loyal Advocates

We’re talking. Are you listening? I called your 800 number I chatted with your agent… I visited your Web Site I sent an e-Mail I visited your local branch I friended you I tweeted you I completed your online survey

Types of customer interactions Unstructured Voice Calls E-mails Chat Focus Groups Blogs Social Media Word of Mouth Customer Surveys Agent Disposition Quality Scores Online Ratings 3rd Party Market Research Internal (Direct) External (Public) Structured

3rd Party Market Research Types of Customer Data Unstructured Calls E-mails Chat Comments Voice Calls E-mails Chat Focus Groups Blogs Social Media Word of Mouth Customer Surveys Agent Disposition Quality Scores Online Ratings 3rd Party Market Research >90% Internal (Direct) External (Public) Structured

Verint Voice of the Customer Solutions Speech Analytics Enterprise Feedback Management Customer Feedback Social Media Insight IVR Analytics and Effectiveness Web Interaction Analytics Text Analytics Comprehensive Voice of the Customer Analytics solution set

VOC Initiatives are Fragmented Organizational silos create isolated or overlapping strategies Critical insight remains undiscovered and under-utilized Marketing & Market Research Customer Service Customer Feedback Web Social Media Customer Feedback Calls Email Chat IVR

Unified VOC Analytics CCO Marketing Customer Service Compliance Retention Web Social Media Calls CCO Customer Feedback Email Chat IVR What if you could unify Voice of the Customer insight from all touch points, leveraging solicited and unsolicited feedback?

Verint Impact 360 VOC Analytics Platform

Unifying Voice of the Customer Web IVR Chat Email Social Media Customer Feedback Calls Sales & Marketing Operations and Customer Service VOC Execs Legal, risk and compliance IT and operations Back Office Fulfillment and field service Analytics Platform

Speech Analytics Analytics Speech Analytics Text Analytics Platform Analytics Speech Analytics Text Analytics Customer Feedback CAPABILITIES: Analyze highly unstructured conversation in multiple languages Insight from the customer voice. Directly accessible, and unfiltered “Complete Semantic Index” provides fully searchable content Perform in-depth root cause analysis BENEFITS: This (and following slides) walk through the VOC Analytics platform at a high level so each component gets highlighted with each slide. Better graphics treatment on that is needed. The body shows what the solution does on the left and benefits/results on the right. Doesn’t need to be too elaborate, but some better treatment might help with this. If you can do something fo rthis slide, I can carrry it over to the next few – just included them so you get the idea of what I’m looking to do. Automatically detect undefined issues Identify call drivers, call outcomes Rich insight into process or service failures Insight to customer wants, needs and sentiment Manage key metrics such as AHT and FCR Self service effectiveness

Text Analytics Analytics Speech Analytics Text Analytics Platform Analytics Speech Analytics Text Analytics Customer Feedback CAPABILITIES: Analyze internal sources of text content including E-mail, web chat and agent notes Analyze open ended customer feedback verbatim comments Gather and analyze content from social media and other external text sources Natural Language Processing and sentiment analysis provide insight into context and associated root cause BENEFITS: Deeper insight into customer sentiment and loyalty Identify opportunities and process or service failures Optimize service delivery channels Develop social media engagement strategies Improve key operational metrics such as self-service effectiveness and first contact resolution Gain insight into marketing effectiveness, service delivery and fulfillment, and product development

Customer Feedback Analytics Speech Analytics Text Analytics Platform Analytics Speech Analytics Text Analytics Customer Feedback CAPABILITIES (I360 CF): CAPABILITIES (Vovici EFM): Post-call IVR feedback surveys Post-call e-mail surveys (V10) Native alerting and workflow tracking Correlation against QM scores Post-call e-mail and web Advanced survey authoring Customer segmentation and profiling Community Builder and Facebook apps BENEFITS: Gather direct customer feedback on products, services and brand Measure customer loyalty and build relationships that last Benchmark feedback against internal measures to calibrate and build customer- centricity Intelligent surveys create highly structured feedback programs Segment your customer base to target markets more effectively Drive service recovery through pro-active outreach processes

How are customers using Speech? Revenue Cost Risk Customer Experience Up-sell Cross-sell Collections Avoidable calls Call pollution FCR, AHT “Quality on acid” Adherence Regulation Penalties Major change Monitor emotion Segmentation Journey mapping

Just some of our many customers UK banking group Customer experience for one of the UK largest supporting stores & online services 6000 agents Analysis of 2 banking organisations branch and retail processes UK retailer Sales & Marketing conflicts Broken Processes Branch Failures Utility Issues with Meter reading, repairs and exchanges Field worker best practice Customer Experience across branch network in UK & Ireland UK pension service UK Wealth Management Partner IFA regulation On-line trading company Quote generation Sales pipeline management Sales & Marketing conflicts