1. TELECOM CALL CENTER ANALYTICS

2. Call Center analyticsco tly and comple 3. Call Center analyticsco tly and compleReal time Handling over billions events a day in a very low latency, high availability implementation and perform predictions 4. WOW Factors 5. WOW FactorsReal time Appropriate action Massive scalability, availability What is likelihood of something happening? Understand the context-Tele,Soci0. Derive experiences Customers Add Retain Grow 6. Metric scores Policies procedures % within seconds Occupancy rate First contact resolutionCustomer surveys OpinionsQualityCustomerProductivityexperienceUp-sell/Cross-sell New customers Incremental revenuesSocial MediaMonitoring Listening SentimentSalesKPIsResources ValueR&DMarketingAgentFirst call resolution OccupancyUtilizationOperationsCustomer growth Retention Insights CompetitionBroken operations Corporate service chain issues 7. In a Nutshell 8. Machine learningNatural Language ProcessingSemantics Knowledge baseInsightsRules Inference ReasoningEventsReports Dash boardsOntologies ActionsTransformation Integration busData poolStructure/Semi/Unstructured Speech , IVR, Chat ,Social. Multi channelsCRMOther systemNetworkBIIn a NutshellPredictions 9. Quality 10. Quality 11. Productivity 12. Productivity 13. Customer experience 14. Customer experience 15. Sales 16. Sales 17. Marketing 18. Marketing 19. Operations 20. Operations 21. Agent Utilization 22. Agent Utilization 23. R&D 24. R&D 25. Social Media Sentiment InfluenceDiscovery 26. Social Media Sentiment InfluenceDiscovery 27. Semantic Queries 28. Semantic Queries 29. REPORTS-Predictions Probability of call motivation 30. Benefits 31. Thank you. Deva Reddy Evam technologies deva@evamtec.com