Getting the Most Out of PureConnect Analytics and Reporting

Transcription

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2 Getting the Most Out of PureConnect Analytics and Reporting Doyle Erickson American Family Tele/Customer Contact Tech Manager Karen Torf Genesys Sr. Product Manager

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4 PureConnect Analytics Vision Statement Within the next three years, PureConnect will become a leader in Omnichannel analytics, shaping the way our customers manage their customers experience Providing clear visibility using journey analytics, data trends and patterns with integrated thresholds and alerting, all designed using interactive visualizations to optimize contact center performance and the customer experience through prescriptive, advanced, accurate, and timely insights. Genesys Overall Analytics Mission: To be the Omnichannel analytics solution of choice for all, enabling them to push the boundaries of customer engagement, employee engagement and operational efficiencies through prescriptive, advanced, accurate, and timely insights

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6 What s Needed for Business Insights? Need a location to store the combined data Data Warehouse or Analytics Environment Need a means to copy the data into the Data Warehouse Data replication Tool or Extract Transform Load (ETL) Tool Need to understand the business meaning of the data Data Dictionary Need a custom reporting tool If you intend to do Business Analytics in large scale, you need a plan Business Intelligence Architecture Business Intelligence Structure Business Intelligence Processes

7 Use Case 1 at American Family Problem: The Sales and Service Care Center wanted to develop a custom representative scorecard using KPI data from Genesys PureConnect combined with external, direct customer survey data and HR system data. Solution: Used Informatica (ETL tool) to copy the data into an Oracle data warehouse Reverse engineered existing OOB PureConnect reports to create SQL for reports Used SAS to create the report

8 Custom Scorecard Sample

9 Telephone Data Analysis 9 Current approach

10 Use Case 2 at American Family Problem: Too many customer calls are being transferred to our Corporate Switchboard for transfer elsewhere. Given the complexity of the PureConnect Architecture, we need a way to map Customer Journey through the system in order to determine the root cause of the extra calls Solution: Created a custom handler to assign a Unique String Identifier across platforms Used Attunity (data replication tool) to copy multiple I3 instances to Hadoop Leveraged the PureConnect data dictionary to identify relevant data elements Used PySpark to parse the data from Hadoop Used Excel to create a report

11 Telephony Architecture IVR Contact Center Agency Corporate PSTN PSTN Pay By Phone Help Desk

12 Custom Handler Assigns Unique ID

13 Customer Journey Report Sample

14 Customer Journey Report Sample

15 Telephone Data Analysis 15 New approach 1.Replicate/Capture 2.Discover 3.Build 4.Use

16 Scripting Data Science Behavioral Data SQL External Data Internal Operational Systems Discovery - Analysis Business Reporting Information Architecture End-State Architecture Meta data Security Data Governance Processes Governed Acquisition T Institutional Integrations Data Governance T Governed Discovery Integration Discovery T Local Discovery Analytic Asset Governance User Users Phone Policy Billing Data Ingest Engines Extract/ Transform/Load Replication Server Operational Reporting Tier DBMS T R In-Memory R Data Unification MFT Server BI Reporting Server External Feeds Reporting Tool Vendor partners Business Reporting Users User data CarFax, MVD, Website Activity Customer Proxy Server 3rd Party Partner Web Logs Simple Administration Managed File Transfer Analytics Optimized Tier Data Warheouse T Big Data Tier Essbase Statistical Analysis T T T T T Dashboard Server Statistical Server T Dashboards Tableau MS Office Adv Analytics Executive Business Discovery Analysts Mobile Activity Mobile Logs T UBI Telematic Agg Server VoC Configured Analytic Tools Social Networks Social Collector T Big Data On-Premises Data Lake Programming: R, Python, Java Data Science Agile Non-Developer Modern Data Platform Data Virtualization/Svcs

17 PureConnect Analytics Vision Statement Within the next three years, PureConnect will become a leader in Omnichannel analytics, shaping the way our customers manage their customers experience Providing clear visibility using journey analytics, data trends and patterns with integrated thresholds and alerting, all designed using interactive visualizations to optimize contact center performance and the customer experience through prescriptive, advanced, accurate, and timely insights. Genesys Overall Analytics Mission: To be the Omnichannel analytics solution of choice for all, enabling them to push the boundaries of customer engagement, employee engagement and operational efficiencies through prescriptive, advanced, accurate, and timely insights

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19 PureConnect Dynamic Data Dictionary Dynamic extracts the content directly from the physical data model Interactive web page for easier access to the content Business definition clarity Will continue to evolve and improve Additional information Table/column change versions with reasons PII Indicator for tables

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21 Evolution from Traditional Reporting to Analytics 2017 Focus on Data Data Export/ Data Dictionary Event Data/ Data Architecture Interactive Dashboards 2018 Bringing it all Together Drill down/ drill across into the details Ability to tie multiple interactions together across channels (Omnichannel Analytics) 2019 and Beyond Driving Advanced Analytics Customer Journey Predictive analytics Prescriptive insights

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23 Enhanced Data Architecture Single source of the truth Easy Access Ability to drill into the details Data Collection Event level Real-time streaming Storage at event level Data Access Open APIs Enhanced API documentation Analytics Dashboard Tool BI Layer Interactive Dashboards

24 Interactive Dashboards

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26 Call to Action Please stop by the PureConnect Demo Booth and the G-bar/dev-zone and speak with our team. See a demo of the data extraction tool and some prototypes of interactive dashboards. We would love to hear your feedback, ideas, and use cases! Also Don t Forget, when you re in the Partner Pavilion, be sure to visit Customer Success in the Genesys Zone and learn about the innovative services available to our PureConnect customers and partners.