Presented By: Joe Alwan, Vice President and General Manager of AVOKE Caller Experience Analytics at Raytheon BBN Technologies 

On Demand Date: December 2011

Customer effort and service delivery cost are determined by your entire end-to-end call flow. So you’ve got to find some way to get visibility of the entire experience – including all transfers, partner centers, your agents and even your IVR. Streamlining the entire customer contact experience delivers results that cannot be achieved by managing each piece independently.

Leading edge companies are using end-to-end analytics to optimize voice channel interactions the same way that customers experience them – as one continuous call flow that spans IVRs, skill groups and partners. The results are dramatic, including 10-15% reduction in agent-handled call volume and root cause understanding of customer effort.

New cloud computing technologies makes end-to-end analytics accessible regardless of your existing infrastructure. In this session, you’ll learn:

1. How companies have discovered new opportunities to reduce agent call volume by 10-15% using insights from end-to-end analytics
2. How end-to-end analytics reveals the “high effort” parts of your customer interaction processes.
3. How end-to-end analytics is the key to getting more from your IVR and your partner relationships.
4. How cloud computing enables end-to-end analytics with no impact on your existing infrastructure

About the Speaker:
 

Joe Alwan is the Vice President and General Manager of AVOKE Caller Experience Analytics at Raytheon BBN Technologies. Based on 30 years of research and practice, companies select AVOKE Analytics to optimize customer effort, revenue & cost efficiency. Joe was previously VP/GM of call center solutions at Empirix, and has 25 years of experience turning technology innovation into practical business solutions.