SLIDE 1
Call Journey
Conversation Analytics Ecosystem
www.calljourney.com
CHALLENGES
The race to understand customers and staff is continuing at a huge unabating pace and organizations continue to clamor for data in those areas. The majority of data curated and analyzed is structured data – because it’s easy to get hold of. The holy grail of customer and employee data however comes from conversations and in vast amounts of businesses this insights source is unstructured (currently in audio formats).. This data is typically very difficult to get hold of as globally there are hundreds of different audio formats, audio is typically encrypted and compressed audio, recording quality is extremely varied and often the audio is “dirty” from a data perspective- (IVR/Hold music). Our solution covers every industry vertical and multiple
- rganisation
functions across sales, marketing, customer, HR and Legal/compliance.
IDEAL SOLUTION
Sourcing and understanding customer and employee conversations is a complex process – there are hundreds of different audio formats, hugely differing audio quality, compression and encryption techniques at play let alone accessing key aligned metadata with the conversation interactions. Then, many speech to text solutions fall short in accuracy and engineering modification capabilities. Lastly, automatically porting huge data sources from audio (in a 3-minute call there are 4500 lines of data) into upstream tools is complex. We make the whole process simple AND utilize most of the Microsoft environment in the process…
ACTIONABLE OUTCOMES
Marketers can now view conversation data when they are looking at areas such as customer journey mapping, triggers and events and customer sentiment/emotion. Customer Service executives can now get REAL insights into the VOICE of the customer and create predictive NPS on EVERY CALL, gain insights into root cause of customer experience outcomes and delve more into CX. Sales can now expand conversation insights into the huge volumes of calls in the contact centre channel to understand ways to improve revenue retention and growth General Counsel and Compliance executives can now create automated compliance assessment on 100% of their customer voice-oriented interactions.
VOICE DATA: The Missing Piece
Despite the rise of Omnichannel Customer Engagements, voice interactions continue to play a vital role in all organisations today in terms of how they communicate with customers. But Voice Data is often overlooked in the data analytics mix. Each conversation that takes place in an organization poses an opportunity or a risk. Currently, in an average ten-minute call with a customer, an alarming 98% of the conversation is largely ignored with most of the focus for analysis aimed at the post-call survey.
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Voice ce
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