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Nuance On Demand Insight (ODI) Analytics & Reporting Sales Training 2009

Nuance On Demand Insight (ODI) Analytics & Reporting Sales Training 2009. What You Will Learn. ODI is a hosted analytics and reporting solution for Nuance On Demand (NOD) inbound IVR customers ODI provides actionable insight to maximize the ROI of IVRs

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Nuance On Demand Insight (ODI) Analytics & Reporting Sales Training 2009

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  1. Nuance On Demand Insight (ODI) Analytics & Reporting Sales Training 2009

  2. What You Will Learn ODI is a hosted analytics and reporting solution for Nuance On Demand (NOD) inbound IVR customers ODI provides actionable insight to maximize the ROI of IVRs ODI is a key differentiator that helps win NOD deals Two packages: Standard (free) and Premium (monthly fee) Client discovery should start early in the Sales process Customization is possible but often costly SEs, SMEs, Product Manager are available to support Sales

  3. Introducing Nuance On Demand Insight (ODI) IVR Analytics and Reporting Solution delivered as Software-as-a-Service (SaaS) Visualize & analyze data online Generate reports on-the-fly Secure Web access For Nuance On Demand (NOD) inbound IVR customers only (Hosted ODI analytics service offer for on-premise customers coming soon)

  4. VISIBILITY INSIGHT Continuous Improvement Reporting Analytics Cost Saving Revenue Satisfaction Value Proposition for Customers Actionable insight to maximize the ROI of your IVR ROI Example: a major wireless carrier saves $600K/year in agent cost by improving the automation rate by just 1 %*

  5. Value Proposition for Sales • Key differentiator for NOD Additional PS opportunities

  6. Premium • Add-on option for qualified NOD customers • Includes advanced reports & analyzers for analyzing caller tasks, dialog states and events • Session Disposition • Application Hotspots • Fallout Analysis • Dominant Path • and more … • Requires discovery and setup work for tasks and call outcomes, etc.-> PS setup fee • Monthly hosting fee based on inbound call volume and data storage quota • Platform Hosting customers are eligible, but additional PS fees apply to convert logs into Nuance standard logging format. • Standard • Free for qualified NOD customers • Includes 5 out-of-the-box reports: • Call Statistics Summary Report • Call Statistics Trend Report • Call Transfer Report • Repeat Calls Report • Event Report • IVR application must be built by Nuance with standard logging -> Platform Hosting customers are not eligible ODI Standard & Premium Packages

  7. ODI Premium Delivers Insight to Key Business Questions Application HotspotsWhere in the IVR should I focus to reduce caller frustration and agent transfers? Session DispositionIs the IVR working well overall in deflecting calls away from the call center? Fallout AnalysisWhere and why are callers not completing self-service successfully? Dominant PathWhich paths do more callers take when navigating through the IVR? and many more …

  8. Qualification Process: • Same qualification process as Nuance On Demand (NOD) • See NOD qualification for minimum call volume requirement Criteria: • Platform Hosting customers are not eligible for ODI Standard • Supported IVR application log formats • VISTA • NDF (to be support in ODI 4.1 release in June 2010)

  9. Competitor Differentiation ODI’s data visualizations and analytical capabilities are superior to traditional reporting offered by our competitors ODI provides caller-centric and business-level insight that address key business questions directly ODI provides flexibility to redefine the criteria for task/call outcomes without changing the IVR application itself

  10. Sales Process Direct Sale ODI Introduction– SME(support from Simon Lau) Client Discovery / Requirements Gathering– SME & PS (support from Simon Lau) Gap Analysis – SME & PS (support from Simon Dong) Estimate / Quote – PS (support from Simon Dong & Sachin Soni) NOD Pricing – Assaf Baciu, Mike Chen, Simon Lau, Sachin Soni (NS) Proposal / SOW – SME & PS (review by Simon Lau & Anuradha Motamarri)

  11. Customization Considerations • Customizations have to be delivered by PS • PS may customize existing product reports or develop custom reports and data feeds • ODI provides the framework for consistency • Customizations can be very costly to implement • Should map customer requirements to the product as much as possible • Don’t forget data hosting fees • Need to cover our CAPEX and on-going hosting costs • Fee varies depending on inbound call volume, data storage quota, and the precise custom reporting requirements

  12. Where to Find More Information • Solution Genie • Sales Cheat Sheet • Customer-facing Presentation • Drop-in Slides • Bob Seward—SME Lead • Simon Lau—Product Manager

  13. Analytics

  14. Click the at the top right corner of the screen to exit the course.

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