1. Multi & Cross Channel Analytics, Real Time
Impact and Real Time Speech Analytics
Copyright Business Systems UK Limited 2011

2. Speech Analytics
Real-Time Speech Analytics
Multi & Cross-Channel Analytics
Real-Time Impact

3. What Is Analytics Technology For ?...
To give your business the power to address…
Business Problems
Business Growth
Both!!
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

4. Insight… How Good Is Yours?...
Chances are, These are yourcalls are being evaluated!
AVERAGE average calls
Number of Interactions
High Satisfaction Lost customers
Increased Loyalty Increased costs
Wallet Share Low sales
Process Efficiency Advisor attrition
These are your These are your
excellent calls problematic calls
Good Above Average Below Average Poor
Interaction Quality
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

5. What Are The Chances ?...
6,528,280,000,000,000,000:1
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

6. How Much Does A Sample View Cost?
Quality Evaluator Cost
350 Advisors
Monitoring
Process
Eight Evaluations £3.47 per
Per Advisor Evaluation
Per Month
116,592 Per Annum !
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

7. How Much Would That Cost YOU ?...
Monthly Monthly
Agents Evaluations Annual cost Agents Evaluations Annual cost
100 8 £33,312 600 8 £199,872
125 8 £41,640 700 8 £233,184
150 8 £49,968 800 8 £266,496
175 8 £58,296 900 8 £299,808
200 8 £66,624 1,000 8 £333,120
250 8 £83,280 2,000 8 £666,240
300 8 £99,936 3,000 8 £999,360
350 8 £116,592 4,000 8 £1,332,480
400 8 £133,248 5,000 8 £1,665,600
450 8 £149,904 10,000 8 £3,331,200
500 8 £166,560 20,000 8 £6,662,400
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

8. The Constant Analysis Process…
100% Interaction Interaction
Analysis Categorization Processing Modeling
Trends analysis Mining Root Cause Analysis
Adaptive Extract
Refinement Insights
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9. R e a l -T i m e S p e e c h A n a l y t i c s
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

10. Real-Time Speech Analytics…
What is Real-Time Speech Analytics ?
 Analysis of audio conversations as they happen in Real-Time
 Identification of actionable situations and events
 Trigger of Real-Time guidance callouts
 Triggers of Supervisor alerts
Customer
Insight Based
Business Rules
Supervisor Alert
! Guidance 
Real-Time Real-Time Real-Time
Speech Decisioning Action
Analytics
Agent
Real Time Guidance
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

11. RTSA For Revenue Growth…
Use Case Benefits
Hidden sales opportunities
“Hi, I am moving in with my partner
(we‟re getting married in November).
I need to change my address.”
Stated Topic Hidden Opportunity
“I‟ll be happy to
We’ll Walk Down The Aisle With You “Byhelpway, change 
the you do you
! Handling Alert
your address.“
know about isour „We’ll
Customer getting married.
Will the agent“We’ll Walk Down The
?
Walk Down The Aisle
Offer:
catch the You‟With You”
With Aisle package?
opportunity?here for campaign details
We‟ve Click created it for
folks just like you, to
help you have the best
wedding possible.”
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

12. RTSA For Customer Satisfaction…
Use Case Benefits
Customer Satisfaction Alert
“My mobile phone bill is wrong again.
I am very frustrated I need to call again
and again about this!”
“I really apologize Sir. I understand your
frustration. First, I‟d like to credit you for
this month‟s fee, then I‟m going to ensure
your problem is permanently resolved”.
! Dissatisfaction Alert 
Satisfaction Alert!
! Supervisor Alert  Customer experience lower
than required. Offer 1 month
Alert! credit to compensate for less-
than-desired service level.
Dissatisfied VIP
customer in station 383
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

13. Multi & Cross-Channel Analytics
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

14. So What’s The Difference?...
Multi-Channel
• Ability to capture andor analyze more than one channel of interactions
• Does NOT indicate ability to view, analyze and measure interactions from
multiple sources in one holistic way
• Does NOT include ability to combine insights from different channels to
gain cross-channel understanding
Cross-Channel
• Ability to capture and analyze more than one channel of interactions
and provide holistic view and comprehensive insights based on multiple
channels and the mobility across channels
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

15. The Multi-Channel Journey…
Less than 6%
26% Would try these if
unsuccessful
14% 14%
%
Virtual
Company Email Assistance
Website 43%
64%
Online
53%
23%
53%
Physical community
Location
55%
Phone
Application
Live rep via
21%
phone 36%
43% 44% Live Chat
23% SMS
Standard
mail 42% 46% Automated
33% phone
38%
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16. The Real Time Impact Reach…
Keywords and Topics Misinformed
Phone
Speech
Talk Over Analysis
Frustrating
Emotion Detection
Call Flow Analysis This is the 2nd time I’m calling
Web Dear DirectCom Online Service, I have a question about my
Web Interaction Analytics Misinformed
most recent bill. I paid the full balance online in the amount of
Non Voice
Email 47.61$ on February 16th. When I checked back the payment
didn’t show up, and I was charged 50$ fee on top of that. This is
Keywords and Topics not acceptable! The online payment confirmation number back
the payment didn’t show up, and I was charged 50 and I was
Sentiment Analysis charged 50 and I was $ fee on top of that. This is not is 49733.
Social Please verify and make sure I get the fee back to my account.
Media Chat Response Time Frustrating
This is not the first time I have a problem with the online
payment. Best regards, Gina Lowell.
Chat
CRM, BI Desktop Analytics
Other Sources
Billing
Customer Demographics
Interaction History
Phone
Survey
Customer Feedback
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

17. What Is The Value Opportunity ?…
Market Intelligence Increase Revenues
Control Operational Costs Retain Customers
Acquire Customers Build / Protect Brand
Compliance Adherence Maximise Wallet Share
Maintain Highest Quality of Service
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE

18. Progression Steps…
Let’s
0800 458 2988
www.businesssystemsuk.co.uk
Talk !
© 2011 Business Systems UK Ltd CONFIDENTIAL. DO NOT DISTRIBUTE