Data Sheet
Every interaction that occurs with a customer offers a wealth of information. In order to continuously improve the customer experience and customer-service-representative (CSR) performance, contact centers spend enormous amounts of time and resources to understand and evaluate interactions that take place between customers and their CSR. The Cisco® Unified Customer Interaction Analyzer is a managed service application that enables contact centers to effectively interpret, analyze, and understand these customer interactions.
Cisco Unified Customer Interaction Analyzer provides complete business context and meaning to each customer interaction by turning unstructured customer call content into structured, usable data by drawing from multiple data sources relevant to the contact center. It provides a business with new insights into every customer interaction that can transform how contact centers service and retain customers and how they recruit, train, coach, and measure CSRs.
CISCO UNIFIED CUSTOMER INTERACTION ANALYZER OVERVIEW
The Cisco Unified Customer Interaction Analyzer is a managed service that allows contact centers to rapidly implement customer interaction analytical capabilities with minimal resource requirements and low startup costs, while taking advantage of an enterprise-class hosted architecture, customized services, and ongoing support (Figure 1).
The Cisco Unified Customer Interaction Analyzer captures, stores, and analyzes each customer interaction that occurs between a customer and a CSR. Customer interactions are captured on site and transferred to a dedicated and secure hosted facility for storage, retrieval, and evaluation. Using this powerful tool, a business can conduct consistent, automatic, and objective evaluations of each customer interaction. Through a Web-based interface, evaluation results are presented on reports or dashboards that are tailored to uniquely meet requirements of each business and present information and capabilities that are relevant to executives, contact center managers, supervisors, and CSRs.
In addition to providing traditional contact center measurements of each interaction, the Cisco's Unified Customer Interaction Analyzer uses innovative algorithms and proven behavioral patterns to extract value out of each customer interaction. It generates new insights that can transform how a business services and retains customers. Statistics such as root cause analysis, customer satisfaction scores, and agent performance scores for each interaction are automatically generated to provide accurate and reliable decision-making information.
The CSR coaching portion of the Cisco Unified Customer Interaction Analyzer provides advanced filtering capabilities that enable supervisors to quickly and precisely retrieve interactions with user-specified characteristics and annotate chosen interactions with reinforcement statements or coaching instructions. These CSR coaching capabilities allow supervisors to focus more time on coaching and developing their CSRs and increase effectiveness of each coaching session by reducing delay between impact full interactions and coaching sessions. In addition to facilitating side-by-side CSR review and coaching sessions, a business can also empower its CSRs by providing the ability to engage in self-coaching.
Figure 1. Key Attributes of Cisco Unified Customer Interaction Analyzer
FEATURES AND BENEFITS
Dedicated, Secure, and Scalable Architecture
The Cisco Unified Customer Interaction Analyzer is a managed service that is delivered to call center customers over an enterprise-class hosted network architecture. The technology components of the Cisco Unified Customer Interaction Analyzer deployed at both the customer premises and hosting location to capture customer interactions and store customer interactions for retrieval and evaluation are dedicated to each customer. All technology components are secured to meet unique security audit, privacy, and compliance requirements for each customer. Finally, this scalable architecture provides a business with the flexibility to deploy The Cisco Unified Customer Interaction Analyzer in stages according to its financial and operational constraints.
Low Startup Cost and Distributed Cost of Ownership
The managed service business model of the Cisco Unified Customer Interaction Analyzer lowers the barriers to adopt this solution by reducing the need for large initial capital investment or long delays typically associated with obtaining corporate budget approval. It helps a business implement the solution with low startup costs and distribute the cost of ownership over the operating life of the project. The Cisco Unified Customer Interaction Analyzer gives businesses financial and architectural flexibility to extend the footprint of deployment within their organization when they begin to see the benefits of the solution and as they grow.
Rapid Implementation and Minimal Resource Requirement
The Cisco Unified Customer Interaction Analyzer can be deployed rapidly without having to dedicate significant technical resources for deployment, ongoing maintenance, and support. The necessary hardware and software components of the Cisco Unified Customer Interaction Analyzer are deployed, maintained, supported, and upgraded to deliver up-to-date functions based on the latest versions of software available.
Tailored Implementation
The Cisco Unified Customer Interaction Analyzer platform is composed of standard, out-of-the box elements such as prebuilt integrations, reports, dashboards, scoring algorithms, and behavioral pattern libraries. These elements are continuously evolved and fine-tuned to enhance customer interaction analytical capabilities based on growing customer experience and vertical industry knowledge. Because each customer has unique solution requirements, a great deal of time is spent understanding those requirements-and the various out-of-the box elements are modified to tailor the solution to meet those requirements.
Customer, Storage, and Evaluation of All Customer Interactions
The Cisco Unified Customer Interaction Analyzer enables the capture of 100 percent of its customer interactions between callers and their CSR. All the customer interactions are stored and available for retrieval for 90 days. Also provided is the ability to convert interactions into structured call content and to integrate data from disparate contact center platforms. By combining telephony events, computer-telephony-integration (CTI) events, the customer conversation stream, the CSR conversation stream, interactive voice response (IVR) and speech application sessions, and data in customer databases, the Cisco Unified Customer Interaction Analyzer provides a complete picture of each interaction, giving it business context and meaning.
Consistent, Automatic, and Objective Evaluations of All Customer Interactions
The automatic evaluation capabilities of the Cisco Unified Customer Interaction Analyzer not only help a business cost-effectively extract value from a statistically significant population of customer interactions, but they also improve accuracy and credibility of the results. Automatic evaluations of customer interactions deliver consistent and objective results, eliminating subjective interpretations and variable evaluations associated with manual quality-assurance processes. Being able to automatically evaluate interactions to deliver consistent and objective decision-making information enables a business-with confidence-to credibly implement business transformation programs to better service and retain customers and to improve recruitment, training, performance measurement, and coaching of CSRs.
Root Cause, Customer Satisfaction, and Agent Performance Analysis for All Interactions
The Cisco Unified Customer Interaction Analyzer automatically identifies the root cause or the reason why a customer called into a contact center for each customer interaction. It detects and registers emotional responses and distress by the caller or CSR and combines this information with first-order facts of the interaction (such as relative call duration, silence time, hold time, or transfers) using innovative algorithms and proven behavioral patterns to generate customer satisfaction and agent performance scores for each interaction.
The Cisco Unified Customer Interaction Analyzer provides a powerful combined capability to review reports on evaluation of a large population of interactions while providing the ability to drill down and listen to actual individual interactions that were the subject of the evaluation. This unique capability helps businesses quickly identify broken business processes, understand factors that contribute to poor customer satisfaction or CSR performance, and identify interactions that can be handled effectively through a self-service application.
Web Access to Roles-Based Reports, Advanced Interaction Retrieval, and CSR Coaching
The Cisco Unified Customer Interaction Analyzer provides access to information and capabilities that are relevant to the user's role in the contact center. Executive dashboards provide summary information enabling senior management to directly monitor appropriate business indicators, and granular reports with multiple views are available to supervisors to help them effectively manage and run their contact center operations. CSRs can also be empowered to improve their own performance by providing them access to reports that display their performance relative to similarly situated CSRs in the organization.
The Cisco Unified Customer Interaction Analyzer also classifies and stores customer interactions in structured folders that allow for rapid retrieval by supervisors. Certain customer interactions can also be accessed directly by drilling down from graphical dashboards representing relevant business indicators. Powerful retrieval and CSR coaching capabilities such as advanced filtering, interaction annotation, CSR self-coaching, and tracking the effects of coaching help supervisors spend more time and energy coaching and developing CSRs. All these capabilities can be accessed by executives, contact center managers, supervisors, and CSRs anywhere using a browser on a networked PC (based upon permission).
Graphical and Descriptive Interpretation of Each Interaction
With the Cisco Unified Customer Interaction Analyzer, supervisors can quickly review primary areas of interest about each interaction without having to listen to the entire interaction. User-friendly graphical representations provide important visual insights such as duration of the call and amount of time spent on holds or silences, and color-coded event markers provide information such as when the caller or CSR experienced distress during the interaction. For each interaction, a description also highlights important information such as root cause, information about the customer, and first-order facts.
CSR Positive Reinforcement and Coaching Capabilities
The Cisco Unified Customer Interaction Analyzer also provides the ability to either reinforce positive CSR behavior or coach CSRs on areas that need improvement. Because the customer interaction analyzer captures and stores a large number of interactions per CSR, supervisors can systematically and credibly identify consistent negative and positive patterns in CSRs' performance.
The Cisco Unified Customer Interaction Analyzer also lets supervisors choose specific interactions soon after they occur to allow for immediate review with the CSR, thereby improving the overall effectiveness of CSR coaching while reducing the delay between an unsuccessful interaction and the coaching session. It also facilitates CSR self-coaching, empowering CSRs to improve their own performance.
Advanced Filtering, Interaction Annotation, and Post-Coaching Contact Tracking
Using advanced filtering capabilities of the Cisco Unified Customer Interaction Analyzer, supervisors can quickly identify interactions that meet user-specified combinations of parameters. For example, supervisors can identify specific interactions of CSRs that were either of a particular call type or excessively long. In addition, supervisors can find instances in which the caller was placed on hold for a relatively long time or the call ended with unresolved customer distress.
When supervisors identify interactions that call for reinforcement or coaching, they can annotate those interactions with comments or feedback that they can later review with the CSR or present to the CSR in self-coaching sessions. Through graphical representations, the Cisco Unified Customer Interaction Analyzer also tracks whether a particular session had any material impact on the CSR performance that triggered the need for the coaching session in the first place.
SUMMARY
The Cisco Unified Customer Interaction Analyzer provides businesses with a unique new way to service and retain customers and measure their satisfaction, while improving on how companies recruit, train, coach, and measure CSR performance. The managed service model allows a business to lower the total cost of ownership and implement the solution at a manageable pace that suits its needs. By turning unstructured customer call content into structured, usable data, the Cisco Unified Customer Interaction Analyzer provides business context and meaning to each customer interaction and gives a business new insights into every customer interaction.
