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Attention: IVR and Call Center Solution Software Providers and Users

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This site refers to our older, server-based product. If you are interested in our new, Excel-based product, please see our main web site at http://www.nextanalytics.com

Attention: IVR and Call Center Solution Software Providers and Users

The Risk: Are your customers satisfied with what they’re getting out of your system? The vocal ones are telling you what they need, but the quiet majority are not. A portion of your customer base are at risk for churn and seeking alternatives. As a vendor of a software product, this should concern you.

The Need: To get the most out of your application, your customers need to analyze their data to modify how they use your system. This is an ongoing process, review and enhance. This helps them get the most value of the system that your application is part of.

The Problem: Most vendors of an application don’t do a good job of letting people analyze or visualize the data that builds up as a result of using the application. BI products are too expensive, and desktop products can’t handle the volume and developing custom reports are time consuming and non-strategic.

The Solution: Customers often have billions of records of data. They need to analyze it to determine the call patterns, event frequencies, call, and event durations.

They need to correlate this with standard costs, by location and department and dates, caller demographics, and customer satisfaction scores. They want:

Volume and costs (e.g. which pattern of events are the highest in volume and what is the overall cost of each pattern?)
Correlation of event volumes with durations and demographics (e.g. we get more volume out of call centre X, this particular pattern of events occurs more often at call centre Y)
Customer satisfaction levels, correlated to the high or low volume event patterns. (e.g. people who reach this call centre seem to be more satisfied. People who follow this pattern of events are more satisfied).

You may already have reports in the following areas, but customers will often have unique requirements. Do you have the ability for them to design their own reports and dashboards?

Monitor inbound and outbound calls
Study calls and IVR event distributions
Track agent actions vs. satisfaction
Call volume, frequency, and distribution
Track customer’s time in queue
Track call transfers and consultations
Conduct demographics analysis
Conduct multiple visits analysis
Discover purchasing behavior

Your application is part of a larger system. Customers want to optimize their systems for cost containment, as well as their own customers’ satisfaction. If you help them accomplish this goal, then they’ll be happier with you as a vendor.

See www.nextanalytics.com/public/examples/IVR.html for examples on how we’ve helped other clients.

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