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Nexidia ESI—Quality
Strategic performance management
through advanced speech analytics
© 2010 Nexidia Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
Overview of Speech Analytics
What is Speech Analytics?
An automated method of analysing
and categorising recordings to
deliver key business insight
“High Speed Internet
“this is the second time
I’ve called”
Why is that important?
Once searchable, you can
mine all recordings for
valuable intelligence.
What does this deliver?
Quantifiable Insight to answer:
Who, What, When, Where,
Why ?
Targeted Insight to support
Root Cause Analysis
And Change
© 2010 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
“I got my statement and…”
“How do I…?”
“I am switching…”
“You People…
Nexidia ESP
Nexidia ESI
• Trend analysis
• Topic relationship mapping
© 2010 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
In-Depth Analysis
Early Discovery
• Automatic topic discovery
• Group calls into key subject
areas for analysis
• Intuitive dashboards &
reporting
• Drill down capabilities
• Powerful FCR analysis
• Determine call drivers and
perform root-cause analysis
Performance Management
Nexidia ESI Solution Suite
ESI—Quality
• Track agent progress against
corporate quality initiatives
• Use call categorisation to easily
identify calls
• Results displayed by company,
team or agent
• Customisable assessments can
be performed on all calls
Current Quality Management Methods
Traditional
Random
Agent
Monitoring
Universe of Calls
Five calls per agent per month
Legacy
Recorder
Method
<1% of calls available for coaching
“cancel account”
“close account”
Universe of Calls
Calls transcribed, required for root
cause analysis
Calls filtered by metadata
(DNIS, Agent Group, etc.)
Calls filtered again with word
and phrase spotting
Context drilldown and analysis
performed against transcript,
subject to word errors
Less than 100% of calls available
for coaching
Page 4
The ESI—Quality Difference
Query = AND
(Cancel, Account)
ESI—Quality
Approach
Universe of Calls
100% of recorded calls ingested
at 200xRT per CPU core
Queries are used to structure
and categorize the calls based
on corporate objectives
Nexidia’s scalability means
100% recorded calls are
used for quality analysis
Dashboards report on agent
performance at team and
individual levels and provide drilldown to actual calls.
100% of Calls Available for
Coaching
Page 5
The Role of Speech Analytics in Quality
A Analyse Audio to
Define Objectives
B Measure Teams &
Agents Against
Targets
C Drilldown and Listen
to Agent Calls
F Continuously Measure
E Coaching, Training,
Real Time
Monitoring
D Complete Evaluation
and Develop Action
Plan
Nexidia ESI—Quality
What is ESI—Quality?
•
Component of Nexidia’s flagship
Enterprise Speech Intelligence (ESI)
software suite
•
Allows quality management to take on
strategic role within the organisation
•
Measures Quality Initiatives at the site,
team, and agent levels based on 100%
of available calls
•
Helps drive agent coaching and
performance improvements in line with
corporate objectives
How does ESI—Quality work?
•
Definition of Quality Initiatives
• “AHT for billing calls should be under 5
minutes”
• Easy-to-use interface helps define
measurable performance objectives,
applicable set of calls, and expected goals
•
Categorisation of calls and tracking of
objectives
• ESI—Quality automatically categorises all
calls and measures each agent against the
applicable Quality Initiatives
•
Presentation of results in Quality Portal
• Managers and team leaders log onto Quality
Portal to track performance of each agent,
team, or site against expected goals
• Relevant calls and evaluation forms are just
one click away
Page 7
Nexidia ESI—Quality at a Glance
•
Analysis of 100% of recorded calls with reports in near real-time
•
View performance across an entire organisation
• Track success of teams and individuals and identify areas for improvement
•
Direct relationship between performance management and corporate objectives
• Quality Initiatives are tied to the same strategic objectives that are being analysed with ESI
•
Improved agent coaching
• Easily identify and review all calls related to a specific issue
•
Evaluation and Coaching
• Integrate with existing systems for
developmental coaching
Page 8
Quality Portal: Team Lead View
Performance on Quality Initiatives by Agent
Team
Lead
Drill down to calls
Page 9
From Quality Portal to Forensic Search
Targeted Playback
Negative Experience calls
for agent Lance Minger
Evaluation Launcher
It’s not just
frustration – it’s
outrage!
Page 10
Evaluation Form
Configurable Evaluation Form
Refers back to specific call(s)
being reviewed
Integrates with existing
coaching system
Page 11
Demonstration
© 2010 Nexidia Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
Quality Initiative Builder
Quality Initiatives are easily defined:
1.
Target Call Sets determine
applicable media
– Powerful set definition
combining query and
metadata results
– E.g., modem transfer calls
2.
Metric captures specific
objective
– E.g., average non-talk time
3.
Acceptability Parameters
determine performance
icons in Quality Portal
– E.g., less than 3 minutes
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Speech Analytics Bridges Past and Future
Quality
Monitoring
Today
The New
Quality
Management
Capabilities
Needed From
Speech Analytics
Low sample size
Large sample size
Scalability
Random selection
Targeted selection
Flexible query building
& dynamic analysis
Tied to static
quality forms
Tied to corporate
objectives
Proven methodology
& integration with existing
products/services
Page 14
Questions?
© 2010 Nexidia Inc. CONFIDENTIAL. DO NOT DISTRIBUTE