Exalead OneCall
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1 3DS.COM © Dassault Systèmes | Confidential Information | 16-Apr-14 | ref.: 3DS_Document_2012 3DS.COM © Dassault Systèmes | Confidential Information | 16-Apr-14 | ref.: 3DS_Document_2012 Exalead OneCall Transforming big data customer interactions into profitable business growth
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Transforming big data customer interactions into profitable business growth
Transcript of Exalead OneCall
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Exalead OneCall
Transforming big data customer interactions
into profitable business growth
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Situation Analysis
Agents Today • Difficulty in answering questions
• Inconsistent engagement capabilities
• Hard to negotiate all IT tools to get accurate answers
Customers Today • Info aware, tech savvy, time constrained
• Hard to obtain clear answers to questions
Call Centers Today • Challenging to provide staff with all information
needed to give the best answer in only one call
Frontlines Sales Reps Today • Insufficient access to relevant customer info
• Limited access to in-context histories, linked
to product info for personalized selling
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What is at stakes?
Difficulty in retaining customers
leading to lost business
High costs from customer churn
and agent turnover
Poor and inconsistent agent engagement
capabilities with customers
Complex and cumbersome CRM system too
many screens and prompts
Apprehension of large and disruptive
IT system replacements
Inability to leverage existing
enterprise data assets and unlock value
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Delivering the Perfect Engagement
Harnessing the right information from multi-source & multi-structured systems
Building the actions “in context” upon these information assets
Revealing sales opportunities for personalized customer service
Answering customer questions right away, with zero lag time
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Exalead: Search Based Application Foundations: B2B
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Exalead CloudView
Unified, Universal Information Access
Unique Semantic Processing Capabilities
Intuitive, "Zero-Training" Use
An Agile, Industrial and Secure Platform
Easy, Automated Management
Web scalability and simplicity
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Exalead CloudView Revolutionize IT
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A Unique Approach
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ALL existing information usable to improve business and customer satisfaction
A Unique Approach
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Performance Extreme performance & massive linear scalability (at a low hardware cost!)
Universal data connectivity with low latency indexing
Secure enforcement of rights at infrastructure level
Agility Non-intrusive to deploy and operate
Semantic factory & Mash-up Builder for easy data fusion & rapid app development
Multitude of Big Data uses in one platform
Usability Zero-training usage for information retrieval or analytics
Mature, packaged product accessible to existing staff
Rapid deployment – app in weeks, POC in days
Exalead OneCall Advantages
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Why we are so unique: CloudView™ Security - Single-Sign-On and
Restricted Access Capabilities
Single Sign-On
Federate Security across
multiple sources
Native Support for
Windows and Lotus
Security
Security enforced at
index level
Native Integration of Security in CloudView
Fully extensible with Custom Security Sources
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Why we are so unique - Mashup Application Builder
Objective(s):
Manage Structured and Unstructured Data easily
Ease the creation of Application Mashups
Mashup Application Builder • Connect and federate various data feeds (including search results)
• Instantiate widget(s)
• Build your application using a drag and drop Interface
Widgets Application Feeds
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A new solution for call center and points of sale agents
A strong 360 degree view of the customer’s question
A new way to increase contact center agent efficiency
A new way to raise customer engagement and satisfaction
through ultra-simple access to all enterprise information
What is the purpose?
Exalead OneCall
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Where can we help you?
Each customer interaction is a moment of truth... where a decision is made that
will create a positive or negative impact on your customer relationship.
How can you bring this crucial moment under control and increase the chances
of a positive outcome?
How can you anticipate these moments and be ready?
How can you avoid not hearing the signals sent by the client?
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Challenges for Creating Customer Engagements
Apprehension of large, disruptive and expensive IT system replacements,
often seen as the primary means to upgrade the enterprise
Inability to leverage existing enterprise and web data to
unlock value and reveal information intelligence
CRM systems that were designed for customer management
Too many screens and prompts to get the right info quickly
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Top Business Benefits of the OneCall Solution
Improved customer retention
through better interaction &
discussion
Improved Agents satisfaction
through a smarter desktop
and productivity effectiveness
Real time proposals
closely linked to the real overall
customer information asset
Improved call centers performances
First Call Resolution
& lower handling times
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Savings Potential Call centers
Productivity
+ 18 %
Training Time
- 80 %
Campaign
Efficiency
+ 20 %
Call Length
- 10 %
First Call
Resolution Rate
+ 10 %
ROI
< 1 year
Real time
smart proposals
Call Center
performances
Improved
working conditions
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Case Study: La Poste OneCall
Transformed a classic CRM approach into Real-Time Operational Intelligence
New frontlines approach for B2B and B2C call centers 1,200 call center agents & 3,500 agencies
Over 1B€ annual turnover
Sources: Siebel, 7 different data warehouses, BI business applications, 1 ERP
Business Advantages
End-to-end Customer visibility – No delays to get info
Higher First Call Resolutions, Lower Avg Call Lengths
Real-time actions optimization with back-offices
Outbound Campaign optimization
Better agent productivity and customer satisfaction
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Big data volumes The proof is in our deployments
100 million docs, update<1min
6,3 billion records, 90 TB data, 300
million new records/day
2,1 billion docs, 175 TB data, 3
million/day, 35000 users
750 million docs, 70TB,1B pg
views/mo, 100QPS
16 billion docs, 6PB data, 200
million/day, 8000 q/s
100 million docs, refresh <
1 min 6 billion records, ~100TB raw
data
40 million records, 10 million Web
pages, 200ms response
Luxury
Goods Co.
Gov’t Agency
Utilities Co.
1 billion records, 15-20 million
updates/day (700k smart meters)
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Global Customer Experiences
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OneCall
Demo
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Find Out More…
Call RedBridge on 083-3782513
Or
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Thank you for your attention !
