5 Questions When Analyzing Your Analytics Options Dan York, Director of Conversations [email protected]twitter.com/danyork +1-407-455-5859 January 26, 2011
What questions should you ask when considering analytics options for your IVR and communications systems? In this presentation for a Destination CRM webinar, Voxeo's Dan York walks you through the five questions you should ask when looking into analytics and business intelligence options.
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1. 5 Questions When Analyzing Your Analytics Options" Dan York,
Director of Conversations" [email protected] twitter.com/danyork!
+1-407-455-5859! January 26, 2011!
2. About Voxeo! Founded in 1999 Worlds largest hosted VoiceXML
and CCXML platform Over 82,000 hosted ports globally; thousands of
premise deployments Over 200,000 developers and 45,000 companies
using Voxeo platforms and services The Voxeo difference: Unlocked
Communications, Customer Obsession Teams, Communications Passion
Voxeo Corporation
4. What actionable insights can your analytics deliver?! Voxeo
Corporation
5. Understand caller behavior!Question: How do callersnavigate
through the application? 1 2 3 5 4 Sequence: Prime Telecom Portal,
Service Plan Mgr, Present Single Add-On, Billing, [End of Dialog]
Voxeo Corporation
6. Know how callers exit the application!Question: How
docallers exit the application?Question: ... andwhere do they exit?
Voxeo Corporation
7. Know your callers loyalty!Question: Do our customerscall in
only once, or do we havemany frequent callers? Most callers (34454)
called only once during the past 4 weeks Almost 4% of the callers
called at least 10 times Voxeo Corporation
8. Understand caller behavior! Dominant Path Analysis: Assess
quality, identify problems Why do only 9.6% order an Add-On after
the promotion? About 80% of all callers that had selected Service
Plan Manager were presented a In absolute tariff Add-On promotion.
numbers, the promotion was still a success!The order rate is much
higher(33.5%) after browsing througha list of Add-Ons than after
thepromotion! Why do most callers who selected to change an Add- On
hang up? Voxeo Corporation
9. Hotspot Analytics! Caller behavior analysis in Highlights
for sub-average the service creation recognition performance
environment Navigation analysis Layer usage (Personalization)
Quickly find and fix application issues Business Task performance
Voxeo Corporation
10. Can you get your analytics in real-time?! Voxeo
Corporation
11. Real-time Tuning! Understand what callers are doing right
now in your application Make changes right now to improve customer
experience, increase conversion rate Voxeo Corporation
12. Example: Real-time Infrastructure! Production Environment
Writing data VoiceObjects at call time Infostore Analyzer
(Operational) Tactical real-time Reporting VoiceObjects Periodic
sync via Server Cluster loading scripts VoiceObjects Infostore
(Datamart) Analyzer Business Intelligence CTI IVR CRM Data Data
Data Data Warehouse Analysis Environment Voxeo Corporation
13. Mobile Access! Management-level KPI and trend analysis
reports Using MicroStrategy 9 Mobile (iPhone, iPad, BlackBerry)
Voxeo Corporation
14. Are you locked in to specic systems or choices?! Voxeo
Corporation
16. Extend Your Linkage To Other Systems! Learn more about your
Application-specific customers from their interactions logging with
your self-services Infostore CRM Custom DB Database Infostore
System DB CTI Logs IVR LogsFollow calls through their Extend
applicationphases in the environment tuning
capabilities(Cradle-to-Grave) Voxeo Corporation
17. What deployment options do you have?! Voxeo
Corporation
18. Premise or Cloud! Voxeo Corporation
19. Can you analyze customer interactions across new
communication channels?! Voxeo Corporation
21. Analyze Channels Side-by-Side! Cross-channel Reporting
Business-level statistics on Task completion rates but 82% actively
aborted the Order transaction and there were recognition problems
and hangups while entering new credit card dataUpdate
ExpirationDate was verysuccessful Voxeo Corporation
22. Voxeo Corporation
23. Analytics Life Cycle! Voxeo Corporation
24. 1. What actionable insights can your analytics deliver?!2.
Can you get your analytics in real-time? !3. Are you locked in to
specic systems?!4. What deployment options do you have?!5. Can you
analyze customer interactions across new communication channels?!
Voxeo Corporation
25. Easy to Get Started, Easy to Use Learn about Voxeo
VoiceObjects Real-Time Analytics: www.voxeo.com/crm-analytics Learn
how you can: Capture real-time analytics across multiple
communication channels Use analytics and business to drive app
improvents and improve efficiency Download our free whitepaper on
VoiceObjects Reporting Understand how you can link to Business
Intelligence systems Download a free version of VoiceObjects to try
it out! Voxeo Corporation
26. Dan York"[email protected]
!+1-407-455-5859!twitter.com/danyork!skype: danyork!