Turn your IVR into a CRM tool with SAS
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söndag den 22 juni 2008 LYNX Information Engineering Automated Call Handling & Routing through SAS (with a bit of SQL …) October 2008 Brian Coughlan
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A thought through synthesis of SAS, SQL and basic AVAYA will allow for powerful and flexible call routing and CRM at a fraction of the cost of licensed systems. I presented this concept at the SAS conference in October 2008.
Transcript of Turn your IVR into a CRM tool with SAS
söndag den 22 juni 2008
LYNX Information Engineering
Automated Call Handling & Routing through SAS
(with a bit of SQL …)
October 2008
Brian Coughlan
söndag den 22 juni 2008
LYNX Information Engineering
Contents
• Reasons• JEDI Overview• SAS Detail
– Foundation– Building Blocks– Superstructure
• Outcomes• Key Resources• References
söndag den 22 juni 2008
LYNX Information Engineering
• Choice
• Confusion
• Cost
Reasons
söndag den 22 juni 2008
LYNX Information Engineering
• Broadband, Narrowband, HomeNetwork
• Orders and MAC codes• Issue or Fault• Cancelled & Confused• Restarts, Spyware,
Vista
More reasons
söndag den 22 juni 2008
LYNX Information Engineering
JEDI OverviewORGANISATION DATA CLOUD
BB DETAILNB DETAIL
CRMAVAYA
CUSTOMER INTERACTIONSPHONE NUMBER SOURCES
Daily & Intraday extracts
SAS
Po
pula
tes
rout
ing
look
ups
SQL
Passes CLI, CED, UCID, VDN information
Passes routing information (5 digit VDN)
TELCO CLOUDAVAYA
CCE SERVERCCE SOFTWARE
Overnight
Extraction
of
Telco JEDI Server
interaction
Facilitates Analysis
Improves Call
Match Rate
Ongoing Review and
Analysis
Revie
w of h
andlin
g
and re
solu
tion ra
tes
Review of match
CLI/CED Rates
Routing Changes
Process KnowledgeOperations
Online
Operations input
söndag den 22 juni 2008
LYNX Information Engineering
SAS - Foundation
• Base SAS ANALYTICS PRO
• SAS/CONNECT
• SAS/ACC-PC File Formats
• SAS/ACC-ODBC
söndag den 22 juni 2008
LYNX Information Engineering
SAS – Building Blocks
– Standardised Modular Macros– General
• ODBC Extractions• FTP Communications• Library Allocations• Sorts & Loads• Email and SMS Alerts
– System Specific• Extractions and Builds• SQL Lookup Table Population• “Drop In Routing” Process
söndag den 22 juni 2008
LYNX Information Engineering
SAS – Superstructure
– Daily Scheduled Sequence– Polling– Extractions
• Raw Data Tables in SAS– Phone Number/CLI/CED integration and
standardisation– Informat & Format creation
• Networks• Connectivity • Offers• Service Providers• Order, Account, Service, CLI, CED and Login cross
referencing– Builds
• Snapshot Tables • Criteria to Routing Associations• Lookups
– Loads• Audit Tables in SAS• Lookup Tables on SQL Server
söndag den 22 juni 2008
LYNX Information Engineering
Reduced:• Choice• Confusion• Cost
Outcomes
söndag den 22 juni 2008
LYNX Information Engineering
Key Resources
– Telecoms Team
– Directors
– Knowledge Team
– Process Team
– Project Team
– Online Help Team
söndag den 22 juni 2008
LYNX Information Engineering
söndag den 22 juni 2008
LYNX Information Engineering
References• Call Automation - Cost Savings
– http://spotlight.ccir.ed.ac.uk/public_documents/Voice%20white%20paper%20UK.doc– http://www.speechtechmag.com/Articles/Column/Talking-Tech/Speaking-with-One-Voice-31216.aspx– http://ieeexplore.ieee.org/Xplore/login.jsp?url=/iel2/1137/7989/00341553.pdf?tp=&isnumber=&arnumber=341553
• Why too much choice is bad for us– http://www.ted.com/index.php/talks/view/id/93
