Presented By: Joe Alwan, Vice President & General Manager of AVOKE Caller Experience Analytics at BBN Technologies
On Demand Date: February 2011

To eliminate unnecessary calls and deliver exceptional customer experiences, whole call analytics can be used to reveal all sources of excess cost and customer frustration.  Leading companies are using whole call analytics to discover and fix issues that are beyond the agent’s control – but impact cost, agent performance and customer experience.

Whole call analytics expands your visibility beyond the agent.  It includes speech analytics – and adds analytics for the IVR, for partner-handled calls, for all transfers, and for your carrier/telecom infrastructure.  It shows how agent process is impacted by the IVR and by transfers.  It gives you transparent visibility of how your partners are handling your calls.  It shows the customer experience of self-served calls.  In summary, it shows the true whole call experience from the customer’s perspective.

This webcast teaches you:

1.  How whole call analytics combines speech analytics, IVR analytics, transfer analysis, and partner monitoring into a single integrated solution.
2.  How new cloud computing architectures (Software-As-A-Service) makes whole call analytics possible.
3.  How companies have discovered new opportunities to reduce staffing by 10-15% using business intelligence from whole call analytics.

Joe Alwan is the Vice President and General Manager of AVOKE Caller Experience Analytics at BBN Technologies. Based on 30 years of research and practice, companies select AVOKE Analytics to optimize customer satisfaction, 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.

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