Product ShowcaseMICHAEL ASTON

CHIEF TECHNOLOGY OFFICERTRANSVERSAL

ProductInnovations

“We are drowning in information but starved of knowledge".

John Naisbitt

TRANSVERSAL’S GOAL - KNOWLEDGE SHOULD BE:Easy to find

Simple to manage

Up to date

What problem does Transversal solve?

KNOWLEDGE SOLUTIONS FAIL WHEN» People can’t find what they are looking for

» Solution is just too difficult to manage

» Information becomes stale

Goal:Easy to Find

“Real knowledge is to know the extent of one’s ignorance".

Confucius

Easy to Find

» Prescience – predictive knowledge Improved search & related articles algorithms Next word prediction Query refinement

» Pre-packaged connectors Salesforce.com Service Cloud SAP Cloud for Customer JavaScript knowledge widgets Agent desktop

Easy to Find

» Prescience – predictive knowledge Improved search & related articles algorithms Next word prediction Query refinement

» Pre-packaged connectors Salesforce.com Service Cloud SAP Cloud for Customer JavaScript knowledge widgets Agent desktop

What is Prescience™?

“The ability to know what willor might happen in the future.”

Easy to Find

» Prescience – predictive knowledge Improved search & related articles algorithms Next word prediction Query refinement

» Pre-packaged connectors Salesforce.com Service Cloud SAP Cloud for Customer JavaScript knowledge widgets Agent desktop

Predictive Search

Query Refinement

Easy to Find

» Prescience – predictive knowledge Improved search & related articles algorithms Next word prediction Query refinement

» Pre-packaged connectors Salesforce.com Service Cloud SAP Cloud for Customer JavaScript knowledge widgets Agent desktop

SAP Cloud for Customer (C4C)

CRM Integration

Internal KM provides 35% reduction in the time that it takes to train a new customer support representative and 40% reduction in talk time in a support center.

Knowledge Management Will Transform CRM Customer Service (Gartner, 2014)

Easy to Find

» Prescience – predictive knowledge Improved search & related articles algorithms Next word prediction Query refinement

» Pre-packaged connectors Salesforce.com Service Cloud SAP Cloud for Customer JavaScript knowledge widgets Agent desktop

Knowledge Widgets

Knowledge Widgets

55% of US online consumers agree with the statement that "I am very likely to abandon my online purchase if I cannot find a quick answer to my questions".

Forrester: Customer Experience Online Survey 2013

Easy to Find

» Prescience – predictive knowledge Improved search & related articles algorithms Next word prediction Query refinement

» Pre-packaged connectors Salesforce.com Service Cloud SAP Cloud for Customer JavaScript knowledge widgets Agent desktop

Agent Desktop Highlights

» Quick and easy to use

» Facilitates feedback

» Personalized

» Engaging and rewarding

Agent desktop: fast user interface

Forrester Consulting for Akamai

“We all need people who give us feedback. That’s how we improve.”

Bill Gates

“55.8% of people would use a site more if it offered a personalised experience.”

Webloyalty

“65% of employees would work harder if they were better recognized.”

Globoforce Mood Tracker, 2011

Goal:Simple to Manage

“Simplicity is the ultimate sophistication.”

Leonardo da Vinci

User Interface Simplification

User

Approver

Publisher

Admin

» Streamlined user and roles management Roles-based permissions LDAP / AD integration

» New interfaces for complex features User observation programme

Approver + Publisher

Platform Improvements

» U.S. data centre

» Increasing flexibility to scale for traffic peaks

» Faster deployment of new implementations

Goal:Up to Date

“Now the reason the enlightened prince and the wise general conquer the enemy whenever they move and their achievements surpass of ordinary men is foreknowledge”.

Sun Tzu

Introducing TrendWatch™

Real-time monitoring and service alert solution that gives business professionals early insight to potential problems that could affect their business

New levels of service responsiveness with next-generation insight!

software upgradesbad weather

power outages

product defects

UNEXPECTED EVENTS NORMAL BUSINESS PLANS

Staffing models Routing strategies Service levels Queue management Outsource partners

What problem does TrendWatch ™ solve?

Our goal with TrendWatch™ was to develop a solution leveraging Prescience™ technology in a

way that would help knowledge professionals understand the information they would likely need to know next. Giving them the early insight to help

insulate their business from unplanned events.

What does it actually do?TrendWatch™ automatically monitors digital sources in

real-time for abnormal volumes of customer activity…

What does it actually do?TrendWatch™ requires no programming - instinctively clusters digital information into nascent themes and analyzes patterns and volumes to determine abnormal trends

What does it actually do?When patterns of activity reach higher-than-normal levels TrendWatch™ sends our real-time alerts to keep you informed

What is Trendwatch™?

SOCIAL MEDIA MONITORING

CONTACT CENTER PERFORMANCE MGMT

meets

What is Trendwatch™?

In combination with any of Transversal’s knowledge solutions TrendWatch™ gives knowledge managers information far in advance to help anticipate customer needs and get out in front of trending issues with the power of knowledge earlier than ever before.

What benefits will it bring?

Advanced insight to emerging service trends

Expanded ability to insulate their business from unnecessary escalations

Improved timeliness of critical knowledge delivery

Enhanced corporate image / responsiveness

Superior success across self-service & assisted channels

Always be the first to know

Trendwatch ™

Service Alert Scenario

A day in the life of Chris - KM specialist @

» ISP is a broadband provider for consumer internet services

» Earlier this morning ISP updated their online payment server

» Unknown to ISP Staff - the recent update caused problems with windows browser clients, when attempting to make online payments, customers are now receiving the following error message:

» Payment Error Code 1778

Chris Chilvers Senior Knowledge SpecialistISP Corp. Boston, MA

» Luckily it’s still the middle of the week, as ISP typically expects most online customers to pay on the last day of the billing cycle - Friday.

» Chris was busy with normal knowledge admin stuff when suddenly…

Chris Chilvers Senior Knowledge SpecialistISP Corp. Boston, MA

A day in the life of Chris - KM specialist @

In summary

Knowledge should be…

» Easy to find Search improvements Out of the box connectors and interfaces

» Simple to manage User management improvements Management console simplification Infrastructure investment

» Up to date TrendWatch: real-time alerting of abnormal activity

Questions?