A presentation byW H Inmon

ANALYZING CALL CENTER TEXT –VERIZON

Lots of companies have call centers

But do you know what is being said?Can you examine 100% of your call center conversations?What is going on in your call centers?What is on our customers mind?

Troublereport Descriptive conversation

keywords

The analysis that exists today

There is a wealth of information hidden in the conversation

Transportation autom obile m ake Honda Ford Porsche Saturn type SUV sedan sports sta tion wagon airp lane m ake Boeing ..........

textualETL

unstructureddata

taxonomy

relationaldata base

With Textual ETL now you can easily and quickly captureand analyze ALL your call center conversations

Transportation autom obile m ake Honda Ford Porsche Saturn type SUV sedan sports sta tion wagon airp lane m ake Boeing ..........

textualETL

unstructureddata

taxonomy

relationaldata base

And once you have created a relational database you can analyze it with standard analyticaltools

TableauQlikviewSASExcelEtc.

A dashboard showing what is going on in the call center

the classesof topicsdiscussed

An hour by hourprofile of call activity

A weekly profile of call activity

A monthly profile of call center activity

There is drill down capability as well

Once you find a point of interest, you can do further expansion

keywords Analytical dashboard

before after

Which form of analysis tells you the most?It is no contest

But what if I want to use something other than Tableau to displaymy results?

No problem. Textual ETL works with every other BI toolIncluding Business Objects, Qlikview, Cognos, MicroStrategy,Excel spreadsheets, and many more.

Textual ETL is agnostic to the analytical tool you want to use.

Transportation autom obile m ake Honda Ford Porsche Saturn type SUV sedan sports sta tion wagon airp lane m ake Boeing ..........

textualETL

unstructureddata

taxonomy

relationaldata base

Once you have created your data base, you cananalyze it in any way you want

StatisticalAnalysis

Now you can know whatyour customers are saying.

Now you can unlock all theinformation that is lockedup in unstructured text.