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Are you seeing your customer as a piece of a jigsaw? While one piece of a puzzle might be enough for you to gather an impression, it does not provide you with the complete picture. Attend this Thought Leadership webinar to learn how you can draw on a trusted, accurate and comprehensive single customer view. In other words the single source of truth about the most important entity in your business – your customer.
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The single source of truth about your customerWebinar – Tuesday, 28th January 2014
© Intense Technologies limited 2013-14© Intense Technologies limited 2013-14 www.in10stech.com
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Why Identity resolution?
To know that J. Jones and Jeff Jones are the same person
O th t S ift G i diff t f S ift R h lth h– Or that Swift Group is different from Swift Research, although Jeff Jones is a stakeholder in each.
To know the aliases a Jeff Jones may go by
To identify a common thread amongst several accounts open under different names, yet operated by one beneficiary
In critical cases to report out events pertaining to people orIn critical cases, to report out events pertaining to people or transactions that may be out of the ordinary, real time
In summary, to gain insights into identities, a name, names and associated activities/transactions
© Intense Technologies limited 2013-14
Inside story of customer identity resolution
Web services
Multiple customer interfacing applications operating in silos, producing both structured and
Voice Portal
Contact Center
unstructured records of customer data
Overcoming the hurdles of missing, conflicting, corrupted information and
CRM
Messaging conflicting, corrupted information and data entry errors to match customer information across multiple LOBs
Conferencing
Collaboration
© Intense Technologies limited 2013-14
Identity Management
online/offline De-dupeStaging
DatabaseBusiness
User
Other Applications for Verifications
Criminal Records Immigration Individual External Existing MasterCriminal Records gDatabaseCitizen
External Databases
Existing Master Database
Positive Positive Positive Positive PositiveNegative
© Intense Technologies limited 2013-14
Real World Problem -- Identity Variations
Variation Type Examples
Prefix/Suffix errors Mr. Jeff Jones, Jeff Jones
Concatenated Names Jeff Jones , JeffJones
Unpredictable use of initials
J Jones , M Jeff Jones , J Jones
Abbreviations Mfg/Manufacturing, FedEx/Federal Express
Token Sequence Errors Jones Michael Jeff , Jeff JonesMichael
Missing/Inserted tokens Jeff Jones , JeffMichael JonesMissing/Inserted tokens Jeff Jones , Jeff Michael Jones
Character transposition Jeff Micheal
Spelling/Typing Errors Jeff Jones, Jeff Jhones, Jeff John
h l L k h i/L i G /G hPhonetic Similarity Lakshmi/Laxmi , Graeme/Graham
Noise(dashes, slashes) Jeff‐‐Jones, Jeff/Jones
Transcription errors Jones/Joff,
© Intense Technologies limited 2013-14
Truncations Jeff Jones, Jeff Jone
Real World Problem -- Identity Variations
Variations exist in address
(For example, all the below refer to the same address)
• 180, Bulloch Ave., Roswell GA – 30075• P. O. Box 11245, Roswell GA – 30075• 180, Bulloch Avenue, Roswell, Georgia – 30075• 180, Bulloch Ave., Roswell GA – 30075
Variations and errors recorded in date field (for example dob- 08/03/09)
• Interchange of day and month– 03/08/09• Error in either day or month or year – 18/03/09, 08/08/09, 08/03/90
Name: Jones JeffAddress: 180, Bulloch Avenue, Roswell, Georgia –30075
Name: Jones JAddress: 180, Bulloch Ave., Roswell GA – 30075-1234
Name: Jeff JonesAddress: P. O. Box 11245Roswell GA – 30075
Name: J JonesAddress: 180, Bulloch Ave., Roswell GA - 30075
© Intense Technologies limited 2013-14
How about a Single View?
Scenario 1 @ a TSP/Bank: Identify a customer with multiple connections for a holistic view across LOBsconnections for a holistic view across LOBs
J J
PostpaidConnection
PrepaidConnection
Jeff Jones180, Bulloch Ave., Roswell GA - 30075
J. Jones180, Bulloch Avenue, Roswell, Georgia –30075-1234
Jeff Jones
Jeff JonesP. O. Box 11245Roswell GA – 30075-1234
Jeff Jones180, Bulloch Ave., Roswell GA – 30075-1234
PrepaidConnection
PostpaidConnection for Spouse
© Intense Technologies limited 2013-14
How about a Home View?
Scenario 2 @ a TSP/Bank: Identify a customer/his relations subscribing to multiple services to gain a holistic view of all relationships
Land lineConnection (Registered on father’s name) Mobile Connection
p g p
Jeff Jones180, Bulloch Ave., Roswell GA - 30075
J. Jones180, Bulloch Avenue, Roswell, Georgia –30075-1234
Jeff JonesP. O. Box 11245Roswell GA – 30075-1234
Jeff Jones180, Bulloch Ave., Roswell GA – 30075-1234
DTHConnection (registered on Spouse’s name)
Broadband Connection (registered on
Self)
© Intense Technologies limited 2013-14
Unavailability of persistent, sharable and trusted version of customer data
Statement consolidation and Bundle your Offer/Services
Unique ID connecting Multiple Lines of
BusinessBusiness
Reduces Communication CostsCosts
Up sell through relevantUp sell through relevant marketing messages
© Intense Technologies limited 2013-14
Cross sell internal Service (Customer not registered for)
How about Banking? Fraud Accounts!!
Sujith Saxena
-Saving Account
Sujith Saxena
-Saving AccountAccountAccount
Amith RajAmith RajSandeep Deshmuk
C
Sandeep Deshmuk
C
Common Phone No.
-Fixed Deposit-Fixed Deposit-Current Account-Current Account
9999988888
SwethaSwetha
© Intense Technologies limited 2013-14
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Swetha
-Credit Card
Swetha
-Credit Card
Benami Transactions
J Jones
-Saving Account
J Jones
-Saving AccountAccountAccount
Jeff Jones
-Fixed
Jeff Jones
-Fixed
Jeffrey Jones
-Current
Jeffrey Jones
-Current Common
BeneficiaryDepositDepositAccountAccount
Beneficiary
JeffJeff
© Intense Technologies limited 2013-14
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-Credit Card-Credit Card
360 degree Profile
POI
POISearch
Child1 Child2
POI.Mobile no.
Transaction no.
Parameters
MatchingRules
POA
Combined Data
Identity Resolution(IR Engine)
Name Name & Father Name
Father Name = Name Father
IR Engine
‐ ‐ ‐
Fam
Property
Bank
Father Name Father Name = Father Name
Sibling
Household Household
mily TreeCredit Card
Travel
Name / Address
Address
Address Similarity
Name / Address
Spouse
Householdentity1
Householdentity2
Stock Exchange
Mobile no.
© Intense Technologies limited 2013-14
External Sources
Credit CardTransaction
BankTransaction
PropertyTransaction
Key features you should look for
Bulk and real-time de-duplication of subscriber records for a central repository of customer data
High precision and recall rates
Data cleansing and standardization from multiple sources
Hashing techniques for Most probable and Least probable records
Multi-channel communication engine with business rules forMulti-channel communication engine with business rules for loyalty computation and redemption
Operational and MIS reports to enable educated decisions
© Intense Technologies limited 2013-14
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Intense Technologies Limited
Secunderabad Noida Mumbai Bangalore
INDIA
Intense Technologies Limited
Secunderabad
A1, VikrampuriSecunderabad - 500 009. AP, INDIATel: +91-40-44558585/27849019/27844551Fax: +91-40-27819040e-mail: [email protected]
Noida
A-1/E, Sector - 16Noida - 201301Uttar PradeshTel: +91-120- 4743900 to 10e-mail: [email protected]
Mumbai
101, Vaishnav Apt, Dr.Charat Singh ColonyNr. Solitare Corporate Park, Chakala, Andheri (E)Mumbai - 400 093.Tel: +91-22-32419713/32064648/28253400e-mail: [email protected]
Bangalore
103, Krishna Chambers,20/21, Konena Agrahara, 5th Cross,Airport Road, Bangalore - 560017 Tel: +91-80-324 91083/30588333/9741922511 e-mail: [email protected]
10481 NW 36 Street,Miami FL 33178 USATel: +1 954 545 2037, GSM: +1 305 509 1250e-mail: [email protected]
UNITED STATES OF AMERICA9, Temasek Boulevard # 19-05Suntec Tower 2Singapore 038989Tel: +65-8288-1859
SINGAPOREP.O.Box 88174,DubaiTel: +971-4-2653202 / 56-6499568e-mail: [email protected]
UNITED ARAB EMIRATES
About Intense Technologies
Intense Technologies is an enterprise software products company offering productized solutions across customer communications management, content management and information management domains. Intense's solutions are backed by strong domain expertise and best practices drawn from client engagements across Telecom, Banking, Insurance and Manufacturing verticals.
© Intense Technologies limited 2013-14
Intense’s solutions deliver compelling ROI to enterprises by way of rich customer experiences, improved operational efficiencies and reduced costs across customer-facing business functions. Our solutions are architected to give agility to business processes and provide a sustainable competitive advantage.
© Intense Technologies limited 2013-14 www.in10stech.com
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