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.

1. 5 Questions When Analyzing Your
Analytics Options"
Dan York, Director of Conversations"
dyork@voxeo.com twitter.com/danyork!
+1-407-455-5859!
January 26, 2011!

2. About Voxeo!
 Founded in 1999
 World’s 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

3. improve customer experience!
increase customer loyalty!
increase revenue!
© Voxeo Corporation

4. What actionable insights can
your analytics deliver?!
© Voxeo Corporation

5. Understand caller behavior!
Question: How do callers
navigate 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 do
callers exit the application?
Question: ... and
where do they exit?
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7. Know your callersʼ loyalty!
Question: Do our customers
call in only once, or do we have
many 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 through
a list of Add-Ons than after the
promotion!
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
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10. Can you get your analytics in
real-time?!
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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)
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14. Are you locked in to specific
systems or choices?!
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15. Leverage Existing Investment!
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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
Logs
Follow calls through their Extend application
phases in the environment tuning capabilities
(Cradle-to-Grave)
© Voxeo Corporation

17. What deployment options do
you have?!
© Voxeo Corporation

18. Premise or Cloud!
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19. Can you analyze customer
interactions across new
communication channels?!
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20. Changing Consumer Preferences!
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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 data
“Update Expiration
Date” was very
successful …
© 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 specific 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"
dyork@voxeo.com !
+1-407-455-5859!
twitter.com/danyork!
skype: danyork!