1. Are you listening to what your customer have to say?

2. The World Has Changed…

3. 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

4. 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

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

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

7. Types of customer interactions
Unstructured
Voice Calls s
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

8. 3rd Party Market Research
Types of Customer Data
Unstructured
Calls s
Chat
Comments
Voice Calls s
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

9. 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

10. 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
Chat
IVR

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

12. Verint Impact 360 VOC Analytics Platform

13. Unifying Voice of the Customer
Web
IVR
Chat
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

14. 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

15. Text Analytics Analytics Speech Analytics Text Analytics
Platform
Analytics
Speech Analytics
Text Analytics
Customer Feedback
CAPABILITIES:
Analyze internal sources of text content including , 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

16. 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 surveys (V10)
Native alerting and workflow tracking
Correlation against QM scores
Post-call 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

17. 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

18. 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