Call Journey Genesys Global Speech Analytics PartnerPartners & Friends Webinar
PRESENTERS
PAUL HUMPHREYChief Executive
Officer
ANDREI PAPAYFounder &
Chief Technology Officer
ADRIAN KILDUFFBusiness
Enablement
BRETT MARSHVP Sales,
North America
TODAY’S DOOR PRIZE
WHO IS CALL JOURNEY?
Circa 2H 2018
WHAT DOES CALL JOURNEY DO?
Conversation Analytics
(A.I/NLP Speech Engines)
• Integration solutions
• Visual Dashboards
• Prof Services
• Sales & Marketing
Call Journey via its platform EVS (Emotive Voice Streams)
provides Genesys’ customers with a high-powered conversation
analytics solution that converts conversations (typically contact
center centric), into actionable data. The data output then allows
businesses to access call intelligence easily, and discover
information that directly affects sales performance, customer
experience, employee engagement and business growth.
Enterprise (and ultimately contact center) challenges
CUSTOMER EFFORTNPS
SHARE OF WALLET ARPU
CHURN / LAPSES
REVENUE / BOOK VALUE
PRODUCTIVE
COST OF
EFFORT
Competitive Headwinds
• Do more with less
• Cost of acquisition/retention
• Competition growth
• Continual growth of customer demand (and access channels)
Tighter governance and regulation requirements
Speed to market
Staff Attraction/Engagement/Retention
Constant change/transformation
Customer Experience
Contact Centre
MarketingProduct
Risk Management
Strategy
Revenue Management
Voice data has many interested parties
EXAMPLE USE CASES
Marketing Risk Management
CX Contact Centre
Product Strategy Revenue Management
• Understand customer journey
• Find new cohorts• Improve
Marketing ROI
• Drive Campaign Performance
• Look for triggers and events
• Manage next best offer
• Understand what we are saying to our customers
• Ensure proactive fraud management is in place
• Ascertain compliance levels
• Review risk management action performance
• Track and management customer sentiment
• Drive root cause analysis of poor CX
• Gain more effective insights into NPS performance
• Understand org processes gaps
• Ascertain performance of key initiatives
• Understand agent performance
• Track Team Leader performance
• Improve efficiency/ productivity
• Hone scripts
• Track adherence to scripts/regulation
• Improve campaign performance
• Review customer channel touch points
• Gauge product feedback, risks and gaps
• Track conversations for new product opportunity
• Review new product roll out
• Enable product test and learn
• Check for product knowledge
• Review Omni Channel Optimisation
• Gauge business sentiment
• Test market insights
• Understand organisational insights
• Grow cross sell and upsell
• Understand churn/lapse drivers
• Test new campaigns
• Check sales methodology adherence
• Improve conversation rate
• Understand script opportunities
USER STORIES
“Job to be done” -
Reduce lapse
Actions:Call samples across acquisition andretention calls. Separate into lapseand non lapse. Include additionalmeta data. Provide Data to customer(W’Bench and SAS)
Outcomes: Identified key root causedrivers (and quantified). Reducedlapse by 37%
UTILITIESBFSI (INSURANCE) TELECOMMUNICATIONS
“Job to be done” -Improve CX as measured by NPS
Actions:Identify high importance areas tofocus on (e.g key call drivers ofgood/bad cx). Work with utility todevelop out “apps” to manageanalytics in. Became part of CXimprovement operatingrhythm/feedback loop. Includeadditional meta data. Provide Data tocustomer (W’Bench currently – will goto MS)
Outcomes: Identified key root causedrivers (and quantified). NPSimprovement of 13pp’s
“Job to be done” -Improve Revenue as measured by Conversion rate and ARPU
Actions:Call samples across acquisition campaignsand call clusters. Pre identify “topperforming” sales people and campaignsand lower quartile performers. Includeadditional meta data. Provide Data tocustomer (W’Bench and internal B.I tool)
Outcomes:Conversion rates for the initial campaignwere 28% ahead of pre-conversationanalytics performance and cost ofacquisition has dropped by 17% for theirkey campaign traffic. Revenue perconverted opportunity has improved 36%as cross sell opportunities were alsoidentified.
GENESYS RELATIONSHIP
In App Foundry
On Genesys Paper
Finalising Integration
On Genesys Paper
Next Cab Off The Rank
On Genesys Paper
Speech Analytics Global Partner
GENESYS RELATIONSHIP – GLOBAL PARTNERSHIP
• English speaking vocabulary engines is first focus• More Language models and eco system being developed• Global Agreement across The Americas, EMEA and APAC• Set up in AWS North America and Australia (Data Sovereignty)
• Will set up in AWS EMEA driven by customer opportunities
WHAT IS SPEECH ANALYTICS?
WHY IS CALL JOURNEY DIFFERENTTO OTHER SPEECH ANALYTICS VENDORS?
• Market leading accuracy
• Highly tuned models
• Consistently updated and refined
• It’s all we do!
• 100 x real time
• Can handle significant volumes of audio
• Circa 15 times faster than most speech engines
• GPU Accelerated hardware
• Key Engl ish based vocabulary language models
US EnglishAUS English
UK EnglishEuro English
• Spanish• French Canadian• Coming Soon:
Brazilian Portuguese
English IndianFrench
JapaneseDutch
German
PolishSwiss German
NorwegianOther Asian language
models
• Turnkey/out of the
box – WordBench• Focus on Systems
Integration for data OUTPUT
• Call Journey Visual Text Analytics Dashboard
• Global Partner with SAS
• Working with Microsoft on integrations
• eMite
• Customer driven data platforms/data lakes
• Finalising eMite integrations
• In discussions with Post Call Survey Vendor
• Open to explore complimentary integrations
• Invested in Success with Genesys
• Strong sales and marketing team in place to grow
• Local Support – ANZ, NA and Europe to come
• Focused on building channel partnerships
• Co-Marketing and External lead generation focus
• Strong budget to develop partnership
• Strong balance with tech and sales
Genesys Eco System Relationships
Sales & Marketing Focused
Flexible Integration Pathways
Multiple Language Models
Processing SpeedSpeech Engine
Accuracy
PureCloud Roadmap
WHAT IS CALL JOURNEY’S SOLUTION CALLED AND HOW DOES IT WORK?
•Conversational transcription
•Words
•Gender
• Sentiment
• Emotion
•Metadata
Conversation Interaction Engine
Audio Sources
Emotive Voice Streams™
• Call Journey’s solution is called EVS (Emotive Voice Stream)
• EVS produces an abundance of metadata from voice audio
• Knowing how to use this data is key to deriving value
APPLICATIONS
Emotive Voice Streams™
How your customer applies the data is dependent on the problem to be solved
WordBench
Analytics/Visualisation Platform (e.g)
• eMite
• SAS
• Microsoft
• Dataiku
• Rapidminer
WHAT CAN WE MEASURE?
PureCloud Conversation Analytics
Conversation Analytics can mine and score conversations for the following:
• Key words or phrases
• Gender
• % Silence
• Sentiment
• Emotion
• Call duration
• Agent/Client Classification
• Emotional Intelligence
• % Overtalk
• Speaker Clarity Punctuation
• Call Success
Customers Can Also add other
metadata from Genesys call recordings - for example:
• Campaign Name• Wrap Code
• Call Direction (i.e Inbound/Outbound)
• Customer I.D
• Business Unit• # transfers
• Hold time• Call handling location
• Agent I.D
• Team leader I.D
SPEECH ANALYTCIS BUYERS/PERSONAS
CEO
CIO
Information
Tech buyer
CMO
Marketing
Head Of Marketing
B.I Analyst, Marketing Comms
CCO
Customer
Strategy, BA, PM, Head of Service
Contact Centre
CFO
Finance
Heads of Finance
CSO
Strategy
BA, Analyst, Finance
CRO
Revenue
Sales Heads
Contact Centre
COO
Operations
Operations Head
Contact Centre Head
QA, Compl iance, WFM
Decision Maker
Influencer
THREE **HOT** TOPICS
CX
AIBig Data
MAGIC HAPPENS HERE !
How do we help you win opportunities
19
Sell with
• bring us into conversation
• we bring an opportunity to Genesys
• RFP, RFI,EOI Support
Sell to
• CJ not seen but sales support via sales enablement tools
• Train the presenter
Enable
• Demo org’s/ environments
• Call Data
Generate
• Marketing (CJ Lead)
• Marketing (with Genesys – i .e. events, digital etc)
68.3% of agents
remain dedicated to telephone
230 billion is the
amount of inbound calls received just in the U.S in 2016
50.2% rank
analytics as #1 factor to reshape the industry in the next 5 years
89.4% measure quality on phone interactions
18.1% unable of agents unable to identify sales opportunities
Contact Centre
• Consumer
• Business
Retail Branch
• Fixed phones
• Mobile Bankers/Fin Advisors
Other• Trading Desk
• Inside Sales
230 billion is the amount of just inbound calls received in the U.S alone in 2016!
SIZE OF THE PRIZE – AUDIO VOLUME
2017 Deloitte Contact Centre Survey
Recent Dimension Data Research into Contact Centre Trends
22Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Speech Analytics Performance Trends
23Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CONVERSATION ANALYTICS REVENUE (@100% of audio processed)
PureCloud Roadmap24
PRICING CONTSTRUCT – low cost to entry, bundled solution
PureCloud Roadmap25
Package AmountHours Total Included
Per Annum
Top Up Rate Per
Hour(2)
EVS Boost(1) $13,500 p/a 30,000 0.45
Wordbench(1) $15,000 p/a 30,000 0.50
EVS Boost(1) $1,250 p/m 30,000 0.50
Wordbench1) $1,375 p/m 30,000 0.55
EVS Boost(1) $1,625 2,500 0.6500
Wordbench(1) $1,810 2,500 0.7240
QUICK START PACKAGE(3) 4 Hours CSD Support $900
Notes:
1. EVS Boost includes Transcription, Gender ID, Purify audio & text (redaction), Diarization (speaker separation in mono audio), Emotion & Sentiment.
Wordbench includes all components of EVS Boost plus our analytics dashboard.
2. Up to 4 hours of online support to get you started. Includes:
- Wordbench configuration
- Account creation
- Application creation and customisation
All prices in USD/hr
NORTH AMERICA REGION
ANNUAL PRE PAY
Take an annual platform access package,
pay an annual up front figure and consume
audio as you need
ANNUAL PAY PER MONTH
Take an annual platform access package,
pay monthly and consume audio as you
need
ONCE OFF AUDIO BUNDLE
Not sure yet as to how much you might use
or want some time to put your buisness case
together? Then trial our service as you build
your knowledge.
Package AmountHours Total Included
Per Annum
Top Up Rate Per
Hour(2)
EVS Boost(1) $15,070 p/a 24,000 0.63
WordBench (1) $16,745 p/a 24,000 0.70
EVS Boost(1) $1,395 p/m 24,000 0.698
WordBench(1) $1,535 p/m 24,000 0.77
EVS Boost(1) $1,800 2,000 0.90
Wordbench(1) $2,000 2,000 1.00
QUICK START PACKAGE(3) 4 Hours CSD Support $900
Notes:
1. EVS Boost includes Transcription, Gender ID, Purify audio & text (redaction), Diarization (speaker separation in mono audio), Emotion & Sentiment.
Wordbench includes all components of EVS Boost plus our analytics dashboard.
2. Up to 4 hours of online support to get you started. Includes:
- Wordbench configuration
- Account creation
- Application creation and customisation
ANNUAL PRE PAY
Take an annual platform access package, pay an
annual up front figure and consume audio as you
need
ANNUAL PAY PER MONTH
Take an annual platform access package, pay
monthly and consume audio as you need
ONE MONTH ONLY
Not sure yet as to how much you might use or
want some time to put your buisness case
together? Then trial our service for one month as
you build your knowledge.
AUSTRALIA/NZ REGION
All prices in USD/hr
CALL JOURNEY EVS ADD-ON FOR PURECLOUD
For more information on the Call Journey EVS Add-on for PureCloud…
1) The Call Journey EVS Add-On for PureCloud integration can now
be quoted and ordered on ”Genesys paper” as part of a
customer’s PureCloud agreement!
2) Purchase one of four bundles listed in the FAQ. The bundles
contain two “child” parts (1) the Call Journey EVS Add-On
integration and (2) a required Quickstart Enablement to ensure a
frictionless customer onboarding experience.
3) The Call Journey EVS Add-On to PureCloud is available to
customers from the PureCloud user interface.
Call Journey EVS Add-On for PureCloud FAQ Call Journey WebsiteCall Journey EVS Introduction Video
Note: The Call Journey EVS Add-On for PureCloud will initially be offered to customers in Australia, New Zealand and United States. Additional expansion by Call Journey will be determined by customer demand in a given region. Please see the FAQ for additional details on pricing by regi on.
APPLICATIONS
Emotive Voice Streams™
• How your customer applies the data is dependent on the problem to be solved
WordBench
Analytics/Visualisation Platform (e.g)
• eMite
• SAS
• Microsoft
• Dataiku
• Rapidminer
Dissecting the data file• Sample Customer shortest call (2:56) has over 4,100 lines of
data
• Sample Customer longest call (1:02:14) has over 96,900 line
of data
• Three main levels of data
• Conversation level
• Top level, summarising overall ca ll
• Conversation is broken down into utterances
• Utterance Level
• Grouping words together based on speaker and time interval
• Utterances are broken down into individual words
• Word Level (lowest level)
Utterances
Words
Conversation Level• Provides total call stats. eg
• Confidence (overall probability)
• Sentiment and emotion
• Gender by channel
• Client specific data
• Number of words
• Silence on call
• Duration
Utterance Level• Confidence (overall probability)
• Sentiment and emotion
• Gender
• Start and end times
• Utterance ID and Channel ID
Utterance Level: sentimentex
• Sentimentex provides location of positive and negative words/phrases)
Positive phrase was:• 4 words long (5 minus 1)• started at the 2nd word (counting starts at 0)
As it appears in WordBench:
Dissecting the data file• Word level stats. eg
• Confidence
• Word spoken
• Start and end times
WORDBENCH DEMO
CALL TO ACTION◦ Target 1- 3 customers
• Quick start package
• Audio pack
◦ Demo’s
◦ (Quick Turn around)
Paul Humphrey
E: [email protected]: + 61 425 700 700
CEO, Call Journey
Thank you !
Call Journey Points of Contact
Brett MarshVice President, North America Sales
E: [email protected]: (760) 221-8907