Analytics Applications in Contact Centers Make Gains

Keith Dawson, Principal Analyst

Contact Centers

September 22, 2009

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Focus Points

• New Developments & Trends in Agent Performance

Optimization (APO)

• Impact of the Economy

• Emergence of Analytics & What it Means

• Strategic Recommendations for End Users

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New Developments in APO

Key Developments, 2007-2008

• Reversion to cost control stance

• Headcount productivity & ROI key drivers

• Extended buying cycles

• Vertical market variations

• Focus on the smaller market

• Commoditization of core tools

• Increasing adoption of value-added applications

(analytics)

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Analytics in APO – Market Drivers

• Analytics applications appeal to cost-cutters and

performance boosters

• Economic climate prods cost control and resource optimization efforts

• Increase in efforts to uncover root cause of

customer issues and amplify “voice of the

customer”

• Complex CC environments (multi-site, multi-skill)

necessitate better analysis tools

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Analytics in APO – Market Restraints

• Downturn has lengthened purchasing timelines

• Commoditization of core tech driving prices

down, forcing vendors to push value-added apps

• Customer confusion about boundaries and

functions of related tools

• High cost of deployment for speech-related and other complex analytics tools

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Increasing Environmental Complexity

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Data Makes the World Go Round

• Contact center data enables:

• Prediction

• Analytics

• Better metrics/key performance indicators (KPIs)

• Finding root causes

• That allows you to:

• Boost customer satisfaction and increase revenue

• Meet service level objectives

• Increase first call resolution

• Reduce call waiting times

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Contact Center Analytics Defined

A working definition:

hardware and software that:

1. Aggregates voice calls

2. Harvests trends and patterns

3. Compares across time and

data sets

4. Relates data to action steps

5. Shares findings with

whomever needs to know

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What Do We Know About Its Use?

Note: Multiple mention question

Source: Frost & Sullivan End-User Survey, 2009

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What Do We Know About Its Use?

Note: Multiple mention question

Source: Frost & Sullivan End-User Survey, 2009

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Analytics in Context

1999 2003-2005 2009

Call recording

Quality Moni

toring

Business Intelligence

Reporting /

Analytics

Web Analytics

Performance Mgmt

Speech Recog-nition

Speech Analytics

Call center

Enterprise

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Fostering Closed-Loop Continuous Improvement

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Strategic Recommendations for End Users

1. Make sure the output of an

analytics system is actionable, not just

descriptive

2. Examine the existing

analytics tools in place, and see if they can be

connected

3. Look outward, to intelligence tools used by

other departments for help

in de-siloing contact center

analytics

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Your Feedback is Important to Us

Growth Forecasts?

Competitive Structure?

Emerging Trends?

Strategic Recommendations?

Other?

Please inform us by taking our survey.

What would you like to see from Frost & Sullivan?

Source: www.frost.com

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For Additional Information

For Additional Information

Jake Wengroff

Global Director

Corporate Communications

(210) 247-3806

jake.wengroff@frost.com

Craig Hays

Sales Manager

Information & Communications Technologies

(210) 247-2460

chays@frost.com

Ashwin Iyer

Research Manager

Information & Communication Technologies

(650) 475-4537

aiyer@frost.com