A presentation by W H Inmon ANALYZING CALL CENTER TEXT – VERIZON

Lots of companies have call centers

But do you know what is being said? Can you examine 100% of your call center conversations? What is going on in your call centers? What is on our customers mind?

Trouble report Descriptive conversation

keywords The analysis that exists today

There is a wealth of information hidden in the conversation

textual ETL unstructured data taxonomy relational data base With Textual ETL now you can easily and quickly capture and analyze ALL your call center conversations

textual ETL unstructured data taxonomy relational data base And once you have created a relational data base you can analyze it with standard analytical tools Tableau Qlikview SAS Excel Etc.

A dashboard showing what is going on in the call center

the classes of topics discussed

An hour by hour profile of call activity

A weekly profile of call activity

A monthly profile of call center activity

There is drill down capability as well

Once you find a point of interest, you can do further expansion

keywords Analytical dashboard beforeafter Which form of analysis tells you the most? It is no contest

But what if I want to use something other than Tableau to display my results? No problem. Textual ETL works with every other BI tool Including Business Objects, Qlikview, Cognos, MicroStrategy, Excel spreadsheets, and many more. Textual ETL is agnostic to the analytical tool you want to use.

textual ETL unstructured data taxonomy relational data base Once you have created your data base, you can analyze it in any way you want Statistical Analysis

Now you can know what your customers are saying. Now you can unlock all the information that is locked up in unstructured text.