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The Importance of Integrated Dialog Analysis For Customer Success

The Importance of Integrated Dialog Analysis For Customer Success. Holger Stoltze 8/8/2006. Reduced Complexity Easy Integration Drill-down Analytics. Easy to Use Personalized Menus Faster Access. Evolution of IVR Applications. HIGH. Value to enterprise. LOW. LOW. HIGH.

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The Importance of Integrated Dialog Analysis For Customer Success

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  1. The Importance of Integrated Dialog Analysis For Customer Success Holger Stoltze 8/8/2006

  2. Reduced Complexity • Easy Integration • Drill-down Analytics • Easy to Use • Personalized Menus • Faster Access Evolution of IVR Applications HIGH Value to enterprise LOW LOW HIGH Value to caller

  3. Analytics: Application Knowledge Where do no-match and no-input events happen? Where do caller ask for help? Where do callers (unexpectedly) leave the application? Which part of the application are callers visiting?

  4. Sample: Application Knowledge Bill Payment Company No Input / No Match indicates problematic areas in call flow – rework prompts!

  5. Phone Application Server IVR PBX PSTN IP CTI Server Caller Agent Group 1 Analytics: Complete Call History What happens to a caller after he/she leaves the IVR application? Where is the caller transferred, is this the right destination? Agent Group 2

  6. Sample: Complete Call History Telecom Customer Has a high number of wrong agent connects which it tries to reduce using an IVR call router. Want to understand what kind of tasks callers combine during one call. Solution: Combination of IVR call report data and CTI call history information.

  7. Analytics: Overall Customer view How do customers interact with your company? Voice, Web, Call Center, Store, … Combine IVR data with CRM data Is there a pattern?

  8. Sample: Overall Customer view Bank Need to understand how customers interact with the bank. Are the customers that are using the web the same who are using telephone? And how about customers visiting branches? How can the different channels be integrated to give the customers the same experience?

  9. Learn more aboutyour customers from theirservice usage Service specific logging of caller input Application Specific (Custom) Logging CRM Database DialogID CRMID IVR Logging SPSessionID Extend applicationtuning capabilities Integrated Statistics logging Automaticcall flow data capture CTI or Call Control GCID Follow calls through their phases in the environment

  10. Holger Stoltze VoiceObjects Inc. 1875 South Grant StreetSan Mateo, CA 94402 Phone (650) 288-0299 hstoltze@voiceobjects.com

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