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Telecom big data call center analytics
1.
TELECOM CALL CENTER
ANALYTICS
2.
Call Center analyticsco
tly and comple
3.
Call Center analyticsco
tly and comple Real time • Handling over billions events a day in a very low latency, high availability implementation and perform predictions
4.
WOW Factors
5.
WOW Factors Real time •
Appropriate action • Massive scalability, availability • What is likelihood of something happening? • Understand the context-Tele,Soci0…. • Derive experiences Customers • Add Retain Grow
6.
Metric scores Policies procedures %
within seconds Occupancy rate First contact resolution Customer surveys Opinions Quality Customer Productivity experience Up-sell/Cross-sell New customers Incremental revenues Social Media Monitoring Listening Sentiment Sales KPI’s Resources Value R&D Marketing Agent First call resolution Occupancy Utilization Operations Customer growth Retention Insights Competition Broken operations Corporate service chain issues
7.
In a Nutshell
8.
Machine learning Natural Language Processing Semantics Knowledge base Insights Rules Inference Reasoning Events Reports Dash boards Ontologies Actions Transformation Integration bus Data pool Structure/Semi/Unstructured Speech
, IVR, Chat ,Social…. Multi channels CRM Other system Network BI In a Nutshell Predictions
9.
Quality
10.
Quality
11.
Productivity
12.
Productivity
13.
Customer experience
14.
Customer experience
15.
Sales
16.
Sales
17.
Marketing
18.
Marketing
19.
Operations
20.
Operations
21.
Agent Utilization
22.
Agent Utilization
23.
R&D
24.
R&D
25.
Social Media Sentiment Influence Discovery
26.
Social Media Sentiment Influence Discovery
27.
Semantic Queries
28.
Semantic Queries
29.
REPORTS-Predictions Probability of call
motivation
30.
Benefits
31.
32.
Thank you. Deva Reddy Evam
technologies deva@evamtec.com
Notas do Editor
Telecom call center intelligent analytics: big data + deep learning =more benefits+ much value
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