© 2010 Nexidia Inc. CONFIDENTIAL. DO NOT DISTRIBUTE

Nexidia ESI—Quality Strategic performance management through advanced speech analytics

Overview of Speech Analytics

“this is the second time I’ve called”

“How do I…?”

“You People…

“I got my statement and…”

“I am switching…”

“High Speed Internet What is Speech Analytics? An automated method of analysing

and categorising recordings to deliver key business insight

Why is that important?

Once searchable, you can mine all recordings for

valuable intelligence.

© 2010 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE

What does this deliver? Quantifiable Insight to answer:

Who, What, When, Where, Why ?

Targeted Insight to support Root Cause Analysis

And Change

© 2010 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE

Nexidia ESI Solution Suite

Current Quality Management Methods

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Traditional Random Agent Monitoring

Universe of Calls Five calls per agent per month <1% of calls available for coaching

Legacy Recorder Method

Universe of Calls Calls filtered by metadata (DNIS, Agent Group, etc.)

Calls filtered again with word and phrase spotting

“cancel account”“close account”

Calls transcribed, required for root cause analysis

Less than 100% of calls available for coaching

Context drilldown and analysis performed against transcript, subject to word errors

The ESI—Quality Difference

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ESI—Quality Approach

100% of recorded calls ingested at 200xRT per CPU core

Queries are used to structure and categorize the calls based on corporate objectives

Query = AND (Cancel, Account)

Dashboards report on agent performance at team and individual levels and provide drill-down to actual calls.

100% of Calls Available for Coaching

Universe of Calls

Nexidia’s scalability means 100% recorded calls are used for quality analysis

The Role of Speech Analytics in Quality

Analyse Audio to Define Objectives

A B C

DEF

Drilldown and Listen to Agent Calls

Continuously Measure Coaching, Training, Real Time Monitoring

Complete Evaluation and Develop Action Plan

Measure Teams & Agents Against Targets

Nexidia ESI—Quality

• Component of Nexidia’s flagship Enterprise Speech Intelligence (ESI) software suite

• Allows quality management to take on strategic role within the organisation

• Measures Quality Initiatives at the site, team, and agent levels based on 100% of available calls

• Helps drive agent coaching and performance improvements in line with corporate objectives

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What is ESI—Quality?

• Definition of Quality Initiatives

• “AHT for billing calls should be under 5 minutes”

• Easy-to-use interface helps define measurable performance objectives, applicable set of calls, and expected goals

• Categorisation of calls and tracking of objectives

• ESI—Quality automatically categorises all calls and measures each agent against the applicable Quality Initiatives

• Presentation of results in Quality Portal

• Managers and team leaders log onto Quality Portal to track performance of each agent, team, or site against expected goals

• Relevant calls and evaluation forms are just one click away

How does ESI—Quality work?

Nexidia ESI—Quality at a Glance

• Analysis of 100% of recorded calls with reports in near real-time

• View performance across an entire organisation

• Track success of teams and individuals and identify areas for improvement

• Direct relationship between performance management and corporate objectives

• Quality Initiatives are tied to the same strategic objectives that are being analysed with ESI

• Improved agent coaching

• Easily identify and review all calls related to a specific issue

• Evaluation and Coaching

• Integrate with existing systems for developmental coaching

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Quality Portal: Team Lead View

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Performance on Quality Initiatives by Agent

Team Lead

Drill down to calls

From Quality Portal to Forensic Search

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Evaluation Launcher

Targeted PlaybackNegative Experience calls for agent Lance Minger

It’s not just frustration – it’s

outrage!

Evaluation Form

Configurable Evaluation Form

Refers back to specific call(s) being reviewed

Integrates with existing coaching system

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Demonstration

Quality Initiative Builder

1. Target Call Sets determine applicable media

– Powerful set definition combining query and metadata results

– E.g., modem transfer calls

2. Metric captures specific objective

– E.g., average non-talk time

3. Acceptability Parameters determine performance icons in Quality Portal

– E.g., less than 3 minutes

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Quality Initiatives are easily defined:

Speech Analytics Bridges Past and Future

Quality Monitoring

Today

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The New Quality

Management

Capabilities Needed From

Speech Analytics

Low sample size Large sample size Scalability

Tied to staticquality forms

Tied to corporate objectives

Proven methodology& integration with existing products/services

Random selection Targeted selection Flexible query building & dynamic analysis

© 2010 Nexidia Inc. CONFIDENTIAL. DO NOT DISTRIBUTE

Questions?