Deliver real-time Voice of Customer analytics to the contact centerHP Explore

Product brochure

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Today’s customers regularly use different communication channels and touch points, but most businesses can’t understand the related patterns and trends that exist in those interactions—much less compile them so they can be shared with decision-makers. Moving beyond disparate customer interaction data is the first step in being able to identify the insights that will positively impact your business.

There is a huge opportunity to learn how your customers are interacting across multiple channels and also to automatically and conceptually understand these interactions in real time. Suddenly questions such as “why are they phoning the call center while trying to open a checking account online or when they’re in the midst of completing a shoe purchase?” can be answered definitively based on a conceptual understanding of both the call content and the web pages visited. This real-time awareness and understanding empowers analysts and managers to understand customer behavior beyond the limitations of traditional cross-channel business intelligence efforts that may take weeks or months to produce useful findings.

When deployed as part of HP Qfiniti’s intelligent modular product suite, HP Explore provides a business discovery solution that allows users to view interactions collectively, independent of channel, for a comprehensive picture of customer interactions and relationships.

Take customer analytics to the next level

For the contact center—and for the entire enterprise—it’s no longer sufficient to understand customer behavior across a number of channels. Today’s customers want to experience a consistent and exceptional experience with your brand across every channel of their choosing.

Customer interactions hold the actionable insights you need to move the customer experience to the next level and differentiate your brand in a crowded marketplace. HP Explore goes farther than traditional analytics and business intelligence solutions by providing unprecedented insights into multichannel customer data. With HP Explore, you can move past the rigidity of trying to understand data presented in structured formats.

HP Explore augments the value of multichannel data sources by uncovering unpredicted patterns, relationships, trends, sentiments, and issues that develop in near real time. When HP Explore is deployed as part of the HP Qfiniti 10 product suite, you can combine customer conversations or chat sessions with behavioral data from social media or your website and mine it dynamically for underlying meaning. As a result, actionable insight into customer behavior can be made available in near real time, not only to the contact center, but also to business units throughout the enterprise such as marketing and sales. From these insights, you can create engaging and highly relevant customer experiences that will more effectively resolve problems or improve sales across each and every channel.

With HP Explore, you can review prospects’ sentiments from responses to a post-call survey or comments on a website, from a grouping of especially successful sales calls, emotionally driven customer service interactions, or notes from a storefront. You can then present this information visually for immediate impact and clarity with 2D cluster mapping and interactive charting widgets such as share of voice, spectrographs, and sentiment trending.

Product brochure | HP Explore

Key benefits

• Voice of the customer: Gain insights from data across every customer touch point—beyond surveys and focus groups—to include real-time call center recordings, web activities, and social media chatter.

• Customer feedback analytics: Understand the comments in survey verbatims and other direct feedback, and sort them by concepts.

• Speech analytics: Automatically organize and understand customer conversations to take advantage of the rich insights in phone conversations.

• Social media analytics: Easily aggregate data from hundreds of social media data sources to automatically identify emerging trends and prevailing sentiments to take action against.

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HP ExploreHP Haven

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Gain unprecedented customer insight

Powered by pattern-matching technology available through the HP Haven Big Data platform, HP Explore delivers unmatched insight into customer interactions, allowing contact center professionals and marketers to discover the “unknown unknowns.” By understanding information as humans do, by identifying and prioritizing concepts within a piece of information, HP Explore avoids reliance on tags, keywords, or metadata and lets the data tell the story. It is easy to find something when you know what to look for, but when you don’t know what to look for HP is the only vendor offering solutions that can uncover the blind spots.

Aggregate all data sources regardless of channelHP Explore allows the contact center to bring together all channel data within one application so you can look across data types and formats to gain a conceptual understanding of the entire collection of data ingested. You can aggregate call recordings, customer service chat sessions, as well as website, point of sale, and social media interactions. By being able to see all data in one place by type or channel, versus trying to make sense of individual silos, the contact center can gain a complete picture of customer activities.

Automatically cluster data to discover emerging trends HP Explore enables you to understand emerging topics within your data. By automatically organizing data into logical, similar groups (or clusters), HP Explore uncovers the concepts and ideas that can be used to find trends, chart success, or identify an opportunity. Contact center professionals can quickly see which concepts reside in their cross channel interactions without having to perform manual analysis and categorization of data, which are both time- and resource-consuming. Through clustering, the data begins to tell the story and, in many cases, reveals “unknown unknowns”—emerging opportunities that you were not looking for in the first place.

Take sentiment detection to the next level Customer sentiment can change dramatically based on a direct or indirect experience with your brand. HP Explore takes sentiment detection to the next level by not relying on pre-determined rules but instead looking at sentiment from a conceptual standpoint. Sentiment is broken out into smaller components called Vibe, where one positive phone call or blog post may have several elements of Vibe—some negative, some positive—to give a conceptual and more nuanced understanding of the interaction.

Gain broad social media accessThrough a vast network of publishers and data aggregation providers, HP Explore is able to source extensive social media and broadcast news mentions across the globe, including popular social media sites such as Facebook, Twitter, YouTube, and Tumblr. Each data item is properly enriched with URL expansion and matching, format normalization, language detection, GEO-IP, and Klout meta-data (where applicable).

Product brochure | HP Explore

HP Explore extracts the meaning of customer interactions from every channel preferred by your customers.

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Use automatic alerting and taggingOnce an emerging trend has been discovered, HP Explore offers outgoing alert capabilities that you can set based on several criteria, such as a periodic alert containing the results of a conceptual search. HP Explore can automatically tag certain channel interactions based on satisfying a conceptual query for an action, such as contact center agent follow-up.

Rely on a customizable web interface HP Explore provides a browser-based front-end chart package that is highly configurable based on business users and their corresponding role and related permissions within an organization.

Drive actionable customer and workforce decisions

HP Explore provides advanced capabilities that enable businesses to understand the meaning behind all forms of information so they can take fast action on that insight. Using advanced pattern-matching technology, Explore makes it possible for contact center analysts and managers to extract key insights and indicators to improve planning and decision-making. Explore processes massive amounts of data—regardless of type, location, and language—while identifying important relationships and concepts with intuitive visualizations and data exploration.

Use cases for HP Explore

Typical use cases for HP Explore include:

• Speech analytics and discovery: Account for the variability in speech such as language, dialect, accent, or emotion by using technology to form a contextual hypothesis of what is being said.

• Voice of the customer: Gain a thorough understanding of customer perceptions and feedback from across all channels and touchpoints.

• Cross-channel optimization: Identify which customers should be moved to self-service versus agent-assisted service based on certain situations; for instance, certain customers should always engage in live interactions with an agent.

• Customer experience analytics: Understand and respond to the true experiences for specific customers, as opposed to siloed experiences based on legacy single-channel technologies.

Product brochure | HP Explore

The HP Explore browser-based dashboard is highly configurable based on user profile.

• Text analytics: Understand the meaning of text-based communications such as survey results, complete with open-end verbatim or CRM notes, and automatically classify and categorize those interactions based on meaning as opposed to keywords.

• Customer interaction survey and assessment: Leverage all survey and assessment data for a complete picture of customer interactions.

• Fraud and risk mitigation: Detect patterns of activity to alert for situations where fraud or risk is growing and protect the organization against potential harm.

• Social media monitoring: Discover and analyze the exploding amount of user-generated content on the web and extract meaning from blogs, articles, and online conversations both within and outside the organization, whether they are text, audio, video, or other web-friendly formats.

• Brand reputation management: Use cutting-edge technologies to anticipate the impact of individual interactions (and their echoes) on the brand’s reputation.

• Social media governance: Take advantage of social media networks while maintaining compliance with emerging laws and regulations.

Take advantage of the entire HP Qfiniti 10 modular product suite

The HP Qfiniti 10 modular product suite, which is the latest and most advanced release of the HP Contact Center Management solution, offers a range of modules as follows:

• HP Explore: Voice of Customer analytics

• HP Qfiniti ICE: Intelligent recording and data attach

• HP Qfiniti Workforce: Agent scheduling and forecasting

• HP Qfiniti Optimize: Desktop analytics and real-time agent guidance

• HP Qfiniti Observe: Interaction recording for quality and compliance

• HP Qfiniti Advise: Agent evaluation and performance analysis

• HP Qfiniti Survey: Integrated customer satisfaction surveys

• HP Qfiniti Expert: Online coaching and training

Setting a new benchmark for workforce optimization, the HP Qfiniti 10 modules and HP Explore are engineered to operate seamlessly together, or they can be deployed individually as standalone products to solve your most urgent contact center management needs. Learn more about the entire HP Qfiniti 10 product suite at http://hpengage.com/products/qfiniti.

Learn more athttp://hpengage.com/products/explore

Product brochure | HP Explore

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