Modified by Deepthi Nagarajan DEEPTNAG@IN.IBM.COM
Deepthi Nagarajan, Category Marketing Manager -Document Imaging and Capture, IBM
“The Age of the Customer” is now - customers soaring with expectations on what they want, what they like and how well you know them. They not only want more self-service capabilities but also expect a seamless and integrated experience across all the devices they use to connect with you. They expect relevant promotions and a flawless post-purchase experience. Today, if you do not have real-time response to a customer request you will lose business.
A Gartner research has identified some trends that support this:
89% of people would discontinue their business with a company after a negative customer service experience
86% of consumers would pay more for a better customer experience
With the increasing demands of the customers, it’s time that you recognize where you are in your customer experience journey. Are you seeking answers to any one of the following questions?
Do I need to reduce the time it takes for call center agents to resolve customer inquiries?
Do I know of incidents where customers have been lost due to frustrating customer service?
Is it likely that some customers are lost without ever learning of the incident that caused the loss?
Can I reduce the number of customer call-backs?
Would my operations improve if call center agents could see, online, documents that have been printed and mailed out to your customer?
Can I reduce costs and increase customer satisfaction by streamlining access to customer information?
How important is customer satisfaction to customer retention?
If the answer is yes, you are in need of a Digital Front Office solution that can transform and provide an enriching customer experience.
IBM Content Manager On Demand(CMOD) transforms high volume print correspondence into on-line electronic documents to support customer self-service operations.
To know how IBM CMOD drives exceptional customer experience view this webcast – “Right Here, Right Now: Delivering Real-Time Customer Response” delivered by Brian Phelps and David Jenness.
In this on demand webcast you learn to know your customer’s lifetime value and how to create a system of satisfaction by understanding, connecting and engaging with your customer. The speakers elaborate on how you can reduce overhead by giving customers strategic access to their account information and creating meaningful interactions by leveraging online exposure. The webcast also provides an end-to-end overview of the Service-Profit Chain and how you can use it to improve your overall customer experience.
Click here to view the webcast now.
Modified by Scott Blau firstname.lastname@example.org
I'm just back from a trip to India. Until fairly recently, I would never have imagined significant opportunity for document capture in the very place where outsourcing of data entry has been most successful. That's relevant to the document capture business because when a document is "captured" two things happen:
- the paper document is digitized (usually scanned, but sometimes an already electronic document is converted to a standard format), and
- data is extracted from the document - either manually or using OCR - so the document can be filed, and sometimes to populate a line-of-business application.
Call it what you will - indexing, verification, keying - it is a data entry requirement that allows a document that has been digitized to be sent to locations around the world where labor is less expensive. It is exactly in this type of work that India has excelled. A vast, trained workforce has taken on the tedious task of manually extracting information from documents. Even compared to "automated," OCR-assisted data entry that requires relatively expensive labor in North America or Europe, a very competitive alternative has been to take advantage of the much lower-cost labor pool in India (and other countries) to manually enter data, without the help of automation at all.
So why was I in India? To some extent, you can say that the success and breadth of outsourcing initiatives over the last 20 years have changed the underlying economics. Although labor continues to significantly less expensive in markets such as India, China, Philippines - the usual suspects - costs have gone up substantially. They have gone up enough that it is no longer a given that throwing more manpower at a problem, such as manual data entry, is going to be less expensive than investing in automation technologies to help assist in the effort. Many organizations are coming to the same conclusion.
Even banks with far-flung operations and massive workforces are exploring ways to automate aspects of the document capture process: the volumes of documents to be captured are staggering once a bank wades into the world of branch capture. (My thoughts on how branch capture is technically something new in document capture: http://ibm.co/13i74bl.) Automation not only reduces costs, but speeds up the process, ultimately helping improve customer services… and most importantly, customer satisfaction. (And if you are skeptical that customer satisfaction is the underlying benefit of document capture, let me try to convince you: http://ibm.co/10bwmsJ.)
Put another way, in large-scale document capture operations, there is a premium on reducing complexity, including the number of people involved. Globally, the Holy Grail is to grow the number of documents being captured, while meeting that growing need with existing staff.
From my perspective, document capture has come of age when it is being adopted globally, even in markets traditionally noted for the low cost of labor.
To continue the conversation, connect with me on Twitter @captureguru.
Modified by Sanjay Kupae email@example.com
Leveraging on its years of ECM expertise, IBM delivers IBM Content Foundation (ICF), a content management solution designed for small, medium, and large companies that need rapid deployment to reduce total cost of ownership and also need enterprise class capabilities such as scalability, security, and stability to deliver better control of all enterprise content.
ICF brings new ease-of-use capabilities that reduce cost and complexity, making ECM more accessible than ever before.
It is based on the world-class, industrial strength and proven technology of FileNet P8, but in a more affordable, more accessible, more consumable package…”The power of P8 made nimble and more affordable”
It also provides a cross-industry ECM solution for common document management, custom application development and ECM consolidation.
IBM Content Foundation provides:
Custom application development APIs and tools to enable customers and business partners to customize Content Foundation solutions for their specific business needs.
Extensive document management capabilities to support document and publication requirements whether they are small and simple or extremely large and complex.
Platform consolidation capabilities to enable Content Foundation to manage content from multiple, disparate repositories.
Social content management capabilities to bring the insight of social content to content managed by Content Foundation.
Enterprise manageability and scalability to handle large content systems and help reduce total cost of ownership.
IBM Content Foundation includes following value-add components as non-chargeable, bundled components:
IBM WebSphere Application Server
IBM DB2 Enterprise Server Edition
IBM Content Navigator
IBM Tivoli Directory Server
IBM Content Integrator
IBM Content Federation Services
Integration for Microsoft Office
To know more about IBM Content Foundation click here
Modified by Scott Blau firstname.lastname@example.org
It's that time of year - beautiful days in New York, flowers, clear skies… and Smarter Commerce in the air. A year ago I was in Madrid at the IBM Smarter Commerce Summit - I haven't been the same since! It wasn't the protesters teaming in the streets calling out the effects of austerity on youth unemployment, or the luxurious resort (in fact, just another airport hotel) setting for the Summit. It was the conference content...
The keynote was the most interesting presentation I've ever seen at a technology conference (and I have been to many over the past 25 years)! To signal something special was coming, the lights in the large auditorium were turned down. A hush fell over the otherwise bustling room as two people gingerly made their way up onto the stage. One was clearly bind and it felt a bit awkward to watch him feel his way up multiple steps and across the open space. This was clearly not going to be a standard set of Powerpoints...
Over the next half hour the blind presenter on stage held the audience spellbound. His role concerned customer experience management at ING, the Dutch bank. He started off with a simple statement of the problem he faced: since the financial crisis started in 2008, customer trust of banks had hit an all-time low. But without trust, how can you have active, and growing, banking relationships?
It was not the blind leading the blind. This fellow could see clearly that for businesses to thrive, to acquire new customers, to retain existing customers, business didn't need technology that could reach further into a customer's wallet, but a perspective on the customer which focused on creating an individual customer experience... for every customer. Although this was a technology conference, he hardly spent a minute, and not a single slide, on technology.
The focus was on the customer… The presenter told the story of a customer who gets distracted by a phone call while withdrawing cash from an ATM - and walks away leaving the cash in the machine. Apparently, this happens thousands of times a year. As the presenter pointed out, this aborted transaction leaves a lot of anxiety behind. When the customer finally realizes what they have done, a minute, an hour, or a day later, the first thing they want to know is, "where is my money?" Of course, the bank knows: for years cash machines have sucked the money back in and re-deposited it. But the customer doesn’t know that and is left in the dark.
The solution - the customer-centric solution - to this problem was easy: send the customer a text: "Sorry you missed withdrawing €150 from our ATM at X branch - come back again when you can, as we have safely re-deposited it into your acct."
"Easy" conceptually, but monumental for the bank. Why? Because branch and ATM services, although they have access to account information, do not have access to customer contact details squirrelled away in account management and customer service systems. Addressing this challenge requires a willingness to break down long-standing barriers between data silos in the bank.
As I listened to the presentation, it dawned on me what Smarter Commerce was all about. It means engaging with customers in a way that makes the customer feel special, because they are individuals, rather than just a number or one of many.
My head was swimming by the time I walked out of the auditorium. After so many years of focusing on document imaging and capture, I could now see that the value we are offering our customers is not just improved productivity, but the opportunity to help our customers serve their customers better!
I'll share more on this topic soon, but for the time-being, the 2013 version of the Smarter Commerce Summit just finished last week in Monaco. You can follow @IBMSmarterCommerce. And here's a perspective on the conference from someone who started thinking about these things a long time before I did - Buy Sell Market Service - When did ECM become a Monte Carlo Celeb?
I found it funny that I was asked to let you know about a survey (more on that in a moment) when right now I am facing one of the most difficult questions in years.
"Who do you want to win in the basketball finals, the San Antonio Spurs or the Miami Heat?"
It's a difficult question for me because I live in Texas but I was raised in Miami.
This is my "subway series."
So, how about questions that have answers that won't start bar feuds (maybe). Am I right?
The IBM Institute for Business Value has kicked off the 2013 analytics survey (the fourth in the series).
This year's study will explore the capabilities needed to transform today's vast array of data sources and digital technologies into a value-creating competitive advantage.
Basically, we're looking to get feedback from you as to what it takes (or doesn't take) to create value from analytics.
By the way, the 2012 Executive Summary is available if you want to see some of the results from last year.
The current survey will run from June 12 through July 5, 2013 so please make some time to complete it before the cutoff date.
Details can be found on the website and you can follow the conversation on Twitter with the hashtag #ibmibv.
For taking the time to participate in the survey, you'll be receiving a copy of the study once it's released (October).
As for me, in the next few days my reply will be, "Go Speat!"
The IBM Content Foundation V5.2 information center is now available. See the information center at: http://pic.dhe.ibm.com/infocenter/iconf/v5r2m0/index.jsp
Luggage Salesman: "Have you thought much about luggage, Mr. Banks?"
Joe Banks: "No."
Luggage Salesman: "It's the central preoccupation of my life."
- Joe vs. the Volcano (1990)
As a reader of this blog, and as a user of IBM Content Analytics with Enterprise Search, you know that Big Data is extremely exciting when it comes to unstructured content; in large part (no pun intended) because there is so much of it to analyze.
And that's part of the problem. There's so much of it.
Where do you put it?
One solution you might have heard of is "Hadoop," considered by many as the leading platforms for storing both unstructured and structured information in this space.
"Where do you put it?" becomes an easy answer when you know that IBM has taken the power of Hadoop to the enterprise with IBM InfoSphere BigInsights. In fact, we've been documenting how our clients have been using BigInsights on the IBM Big Data Hub and on our YouTube Channel.
But, if you're like me, you want to kick the tires and hold it. Code to it. Run it. See what it can do and take it for a "test drive."
Starting today, you can.
The new Quick Start Edition is a free non-production download that you can use to try out and see how BigInsights fits into the work your organization is doing around Big Data and content analytics.
To derive insight from the mass amounts of unstructured content you'll be storing, you can easily take your copy of IBM Content Analytics with Enterprise Search and use the nodes in BigInsights for processing power in the instance of these very large collections.
For the work you're currently doing to derive insight and extract business intelligence from your unstructured or textual data and content, you can now use the built-in integration with BigInsights to scale up processing power for document processing and parsing (and if you're working with very large data collections like those typically found on the web or in large enterprise, you'll appreciate this massive scaling).
Content analytics has already changed the way you think about solving problems critical to your business for the content you've been working with, and the Quick Start Edition of BigInsights is a great way to start your Big Data journey.
Try both of these solutions out together and post what you are doing with your new projects in the comments below.
In response to: What Makes Branch Capture so Different...
Tom's point is a good one - at some point "distributed capture"
becomes distributed "processing", where at least the first phase of
automation, OCR, etc., takes place at the branch. That eliminates
concerns as to network latency, etc. But it introduces the issue of
projecting the software and configuration out to the branches.
Luckily, most banks have the issue licked.
Modified by Scott Blau email@example.com
I recently had the occasion to meet with several banks who are contemplating, in the course of implementing, or have gone live with the capture of documents in their branches. For reference, in a recent Celent survey, the number of banks indicating they were highly likely to replace/refresh core system over the next 3-5 years jumped from 17% in 2010 to 24% in 2012. Credit unions responded similarly, nearly doubling from 13% to 24%. Each of these implementations is unique, as they reflect the different cultures of the banks involved, as well as specific business and IT issues.
Nevertheless, the migration of document capture from central locations to branches has some universal themes tying all these implementations together. Compared to "traditional," high-volume, centralized scanning, branch capture may herald the future. Here's why I think that and what the implications of the transition are...
20+ years ago when the document capture business got started - it wasn't even called "document capture" then, "forms processing" was the preferred name - it was all about bulk processing. Documents were being brought together anyway, so instead of keying data from them, we helped customers scan them and use recognition to automate the keying of data, or capture of data (as in "Datacap").
The focus of centralized scanning is batch efficiency. Larger batches means less overhead between batches. Some customers take this to the natural extreme of "continuous scanning." In that scenario, fast, high-volume scanners are kept working constantly. Rather than having an operator scan a batch, then stop and put it to the side while loading a new batch in the scanner, multiple batches are loaded together with only a batch separator sheet between them. The software takes care of the details in the background.
Branches don't have the kind of volume that necessitates continuous scanning, or even necessarily have "batches" that consist of many pages. Typically in a branch a "batch" is just a single transaction with a customer, perhaps an account application form, ID card, or other documents that are associated with one customer. And, of course, there may be lots of these batches, not necessarily at any one location, but from all the branch locations of a bank.
So one characteristic of branch capture is small batches, but lots of them!
Not only are the batches small, but there is a completely different dynamic associated with processing them. After all, the customer is waiting for the teller or bank officer to respond to what they just submitted to them. In contrast to most bulk scanning operations where processing times of a few hours are considered not only acceptable, but big steps forward in efficiency, with a customer drumming their fingers on the counter, branch capture has a near real-time requirement. 30 seconds, a minute, maybe two, but longer than that and people start to get impatient.
Branch capture systems have to be tuned for very snappy turnaround. Reduce the already short time to process a document and the branch quickly acquires a new customer or retains an existing one with higher satisfaction. Make them wait, and... the negative consequences are immediate!
Capturing lots of small batches remotely with minimum latency puts new demands on a capture system, including the time it takes to transfer images for centralized processing and then to make them available to the branch user to complete a transaction.
But I don't think this is something that is going to be limited to the branch banking. By processing customer documents, while the customer is there in person, any business can improve customer acquisition, retention, and satisfaction. You can never get enough of those metrics!
" Lets continue the conversation connect with me on Twitter @captureguru "
IBM ECM at Smarter Commerce Global Summit, Nashville 2013 (May 21-23)
IBM Enterprise Content Management (ECM) solutions help businesses deliver exemplary service to their customers across multiple touch points, anticipating client behavior and taking action to promote customer satisfaction. IBM ECM is the established leader in directly supporting the customer service needs of banking, finance, insurance, utilities, telecommunications and government.
With IBM ECM solutions targeted to specific line-of-business needs, organizations can capture, manage and share critical content associated with suppliers, products, services and customers throughout its life cycle to help ensure compliance, reduce costs and maximize productivity.
Join the IBM ECM team at Smarter Commerce Global Summit, Nashville 2013 where you will have the opportunity to learn how IBM ECM software enables an organization to make better decisions, faster. Featured ECM presentations include:
Modified by Scott Blau firstname.lastname@example.org
4 Non-Trivial Questions to Ask before Committing to Production Document Capture
In late 2009 and I got a call from the brother of a good friend. He was a researcher at IBM's Watson Labs - soon to became famous for the "Watson" artificial intelligence engine that spectacularly beat the top humans on the trivia game-show, Jeopardy!
My friend was trying to solve a problem and thought that my company, Datacap (the acquisition of Datacap by IBM was not even on the horizon at this point), could help, since we specialized in optical character recognition (OCR) and related document capture technologies.
I said, "great, let me ask you 3 or 4 questions about what you are trying to do:
1) What is the volume of documents/pages/images you need to process per day, week, month, or year?
2) What data do you need to extract from those pages, any special considerations to take into account?
3) Are the pages consistent in format, variable, something in between?"
He said he had 5000 pages. Clearly to him that was a big number, but he was a bit deflated when I asked, "is that per day?" In the production document capture business, it is definitely common that a volume like that may be literally processed "before breakfast."
But 5000 pages were all he had. Not every day or week, or even every month, just once. I was a little skeptical, but I wanted to learn more.
He needed to extract information from an English language pronunciation guide. He wanted to read the word to be pronounced, and then the linguistically precise definition of the pronunciation, including diacritical marks (accents) commonly used in those definitions. In other words, this was not just straight English language OCR. My skepticism increased.
I wasn't surprised when I next learned that the pages were not at all consistent, that the definitions for a specific word could wrap from one page to the next, or that the pages to be scanned were in bound books...
That was it. Did he really expect to use a production capture product to process - one time - 5000 pages with specialized text and words on them and no fixed format? Well, yes, he did. He had a real challenge and his expectation was not unreasonable... it just is not what production document capture is about.
Those three questions can help anyone quickly assess a document capture problem. In this case, the answer was simple, but perhaps wrong. I advised him that it would not be economically feasible for him to invest in production document capture, but in giving that answer I missed a great opportunity.
Turns out I should have asked a 4th question, "why do you need to read a pronunciation guide?"
I learned later that my friend was working on a major artificial intelligence project, one that would need a computer capable of blurting out words under extreme time pressure. He was, in fact, working on giving "Watson" a voice. It was that voice, having been trained to enunciate thousands of words, that went on prime time to beat the best human players at a live game of Jeopardy!
He eventually used a desktop OCR program and a lot of patience to translate the pronunciation guide from paper to something Watson could understand. Although my 3 questions helped me quickly assess the value of the opportunity, by skipping the 4th question, I missed the opportunity to brag how Datacap helped to give Watson a voice!
Is production document capture and imaging right for you? Click here to learn more on using capture solutions.
Modified by Deepthi Nagarajan DEEPTNAG@IN.IBM.COM
Deepthi Nagarajan, Category Marketing Manager - Document Imaging and Capture, IBM
Who is your customer? - One who receives your product/service and has the ability to choose between you and your competitor’s products or services. Is the customer’s expectation same now and 10 years ago? The answer is definitely a “NO” as there is a dramatic shift in the market place which has changed the expectations of a customer. Mobile, Social and Digital technologies are changing not just the way that our customers interact with us, but they are changing business models and the global commerce landscape.
Thanks to the proliferation of smartphones. We have more than a billion users worldwide. It has not only made the world interconnected, but also changed the way companies engage with its customer. In the Post PC era, your customers have a question about something - no matter where or when - they are looking for immediate answers. “Real time” delivery of service has become a norm and not a choice for companies today. If you can’t respond in real time to a customer’s request – quickly and accurately – you will lose business as customers form opinions every time they interact with an organization.
A research by Gartner shows that,
• 89% of people would discontinue their business with a company after a negative customer service experience
• 86% of consumers would pay more for a better customer experience
• 73% of consumers would expand their purchases with a merchant by 10% or more if the merchant delivered a superior customer experience
• 56 % want increased self-service capabilities (IBM Consumer Study 2012)
Each one of us is a “customer” in our everyday lives and we expect exceptional service with every entity we interact with. Customer to your bank, your telephone or network provider and the list goes on. How many times we would want the ability to view our account statements, telephone bills and credit card bills online without having a frustrating experience with a customer service executive of the company? Almost always. Each call you make to a customer service help desk for a problem is not only time consuming but also frustrating as they do not see the same copy of the bill that you are referring and calling for a clarification. Making them understand your problem and seeking help can be a challenging situation and we all have faced it.
So are you providing the service that your customers expect from you? Are you set up to deliver a real time customer service? Are you prepared to let your customers have self-service access to their account data and invoices?
If yes, IBM Content Manager On Demand is the solution for you to deliver a customer response in real time. Content Manager OnDemand embraces these concepts and enables your organization to meet these requirements while saving costs associated with print, fulfillment and retention of critical transaction documents. Explore use cases which align with consumer, banking, finance, insurance and other industries which leverage this solution to engage with consumers, including you, on a daily basis.
Come and attend this session to know more about CMOD and how you can increase the online exposure to build a deeper engagement with your customer.
Register here for this session (Session id: 3576) at IBM Smarter Commerce Global Summit, 2013
3576: Optimizing Self-Service and Customer Communications with Content Manager OnDemand
Program: Smarter Commerce Service Track
Speakers: Thom Garcia, IBM
Get ready to serve the empowered customer.
Guest post by Michael Veenswyk, CEO at Integritie
Integritie is happy to participate at ECM’s Business Partner Leadership Forum this week. As a long-time partner with IBM, we welcome the opportunity to get a look at the product roadmap and give feedback on future development.
We’re also proud to be part of the team that helped with the successful implementation at Security First Insurance announced yesterday. This is a great example of a company with a business problem being helped through a partnership with a single focus – helping customers in need.
Florida has more property and people exposed to hurricanes than any state in the country. People whose homes have been damaged or destroyed by a hurricane are often displaced quickly, with little more than the clothes on their backs. Grabbing an insurance policy on the way out the door is often an afterthought. They’re relying on their insurance companies to have the information they need to help them get their lives back in order as quickly as possible.
Security First Insurance had mastered customer service through its call center and web portal but needed help with email and social media. Here’s where the partnership came into play.
Integritie configured a solution built on key IBM ECM software components, featuring IBM Content Analytics with Enterprise Search, IBM Content Collector for Email and IBM FileNet Content Manager software. Now called Social Media Capture 4 (SMC4), it offers four critical capabilities for managing social media platforms: capture, control, compliance and communication. For example, it logs all social networking interaction for Security First, captures content, monitors incoming and outgoing messages and archives all communication for compliance review.
The Content Analytics with Enterprise Search software that anchors the SMC4 solution provides the information necessary to help the company identify and address the most urgent cases first. The software automatically sifts through data in email and social media posts, tweets and comments using text mining, text analytics, natural language processing and sentiment analytics to detect words and tones that identify significant property damage or that convey distress. Security First can then prioritize the messages and route them to the proper personnel to provide reassurance, handle complaints or process a claim.
Security First wanted to be available to its customers no matter how they chose to get in touch. Today, policyholders use any means available to connect with an agent or claims representative, including posting a question or comment on the company’s Facebook page or Twitter account.
The result? Thanks to a great partnership with IBM, Security First is now one of the first insurance companies in Florida to make themselves available to customers whenever, wherever and however they choose to communicate.
Modified by Sanjay Kupae email@example.com
guest post by John Murphy VP ECM Products and Strategy, IBM
This week, the ECM team is holding its annual Business Partner Leadership Forum in Dana Point, California. It’s an invitation-only, two-day event that will highlight IBM’s product roadmap and provide an opportunity for direct feedback to IBM executives for more than 80 partners.
This is the perfect venue to introduce IBM Content Foundation (ICF), our new content management solution specifically designed for mobile and social environments. It’s the new foundation for our smarter content solutions going forward.
In just a few short years, social media—and social content—have become key components in business collaboration, enabling users to share ideas, locate expertise, and access relevant knowledge quickly.
On the one hand, this explosive growth of social media and “big data” is enabling enhanced collaboration, productivity and innovation. On the other hand, it dramatically increases IT costs and risk exposure.
Here’s where ICF comes into play. It combines the scalability of social networking with compliant controls, which makes social content easier to discover, improve, secure and preserve. This means our partners can develop social ECM solutions at low cost that give customers the ability to access content from anywhere and leverage the business’s collective stream of knowledge.
How does it differ from other enterprise-class solutions? ICF has a lighter content management footprint, which makes it easier to build, deploy and use. It’s the right fit for partners or organizations that may have limited IT resources but still expect and need enterprise class capabilities such as scalability, security and stability.
With new, aggressive pricing combined with enterprise-class capabilities, IBM Content Foundation is a very competitive offering that can benefit all companies, regardless of size.
At IBM, we’ll continue to rethink the strategic role of content with solutions such as IBM Content Foundation so that businesses can harness data, better connect people to key information, and analyze content to make better business decisions.
Modified by Sanjay Kupae firstname.lastname@example.org
Sanjay Kupae, Category Marketing Manager- Discovery & Analytics, IBM
Good experiences are shared. Bad experiences are shouted.
SHOUTED might not be a strong enough word because as customers are more connected, the speed and scale to which negative customer experiences travel the Internet is frightening.
The biggest source of grief for most customers is when they reach out to your contact center. Most customers are calling your contact center only after a long process of trying to fix their problem themselves. They're ready to shout even before they pick up the phone, so when you call for assistance, time and accuracy are critical to creating an exceptional experience for them.
The contact center call experience is one of the most important activities to build customer loyalty. When that customer reaches out to you, for that brief three- to-five minutes your service associate represents your brand and all it stands for.
The customer is speaking to your service associate because they need answers. Which means your service associate either knows what to say, or more often than not they need to look for the right information, somewhere hidden across the volumes on top of volumes of information spread across silos in your enterprise.
Three hundred seconds is not a lot of time, and it's even less time when your employees don't have the tools.
Content Analytics drives exceptional service experience in two ways –it enhances traditional enterprise search to recognize every piece of information residing in the enterprise and secondly it lets businesses analyze customer interactions to identify service challenges and train associates better.
A recent Aberdeen report says that “For companies with content analytics, the streamlined searching and fast response to queries had a trickle-down effect on several universal business metrics. In the last twelve months, these companies reported a 17% improvement in the accuracy of their business decisions, and a similar improvement in the quality and relevance of their overall analytics program. Furthermore, their data-centric business process – like handling customer complaints, processing invoices, managing inventory, or closing the books – became 12% more efficient. Companies without content analytics reported 2 to 6 times less improvement.
Content Analytics not just improves the customer experience during the interaction with the business, but has a definitive impact on retention, advocacy and revenue.
And it can reduce the shouting...
For more information read the full Aberdeen Group whitepaper or better still visit the Smarter Commerce Global Summit at Nashville , TN between May 21 to 23rd and talk to us