"vRep Performance Management" Enables Businesses to Continually Improve Virtual Representative-based Support Initiatives
San Francisco, CA - 2001-06-25 - According to Forrester Research, many companies are implementing Internet-based customer self-service programs, but the impact of these efforts is often uncertain because companies don't have the resources or know-how to measure the success of such initiatives. As businesses continue to deploy Web-based customer self-service, a significant need has arisen for a way to measure the success of these programs. In response to this demand, NativeMinds, a leading provider of online customer self-service solutions called virtual representatives, or vReps™ for short, has created a service package called vRep Performance Management. This new service offering ensures optimal performance of clients' vReps, provides insights into end-user interests and buying patterns, and does so without impacting the clients' staff resources.
NativeMinds' vReps are automated virtual representatives that emulate the best of live customer service agents, at a fraction of the cost of phone, email or live chat. vReps manage a company's online customer interactions by understanding users' natural language questions and providing fast, effective answers in the form of two-way conversation, without the need for human intervention. In addition to conversational replies, vReps provide relevant information gathered from multiple sources, including CRM systems, knowledgebases, search results, and Web site content. NativeMinds' vRep Performance Management package provides clients with rich analytical feedback and ongoing performance tuning for their vRep solutions.
Today, most companies have only two options for maintaining their Web-based customer service solutions: hiring staff to do it onsite, or outsourcing to a hosted solution and relinquishing full control of knowledge content. NativeMinds' vRep Performance Management service package offers clients a third alternative, the best of both worlds. Clients keep their vReps in-house and retain control over the content, but they outsource ongoing reporting, analytics, and administration to NativeMinds' Client Services professionals. This alternative also takes advantage of predictable maintenance schedules, and the employment of knowledgeable experts-without the appointment and training of additional internal staff-all at a fixed cost.
According to a recent report by Forrester Research titled, "Making Self-Service Pay Off," firms must create operations processes that provide measurable feedback about their guided service efforts to improve the experience for customers. These processes:
• Develop, maintain, test, and evolve knowledge.
• Measure and analyze usage.
• Gather customer feedback to assess the real impact. (Source: Forrester Research, Inc.)
NativeMinds' new vRep Performance Management service measures clients' business objectives against actual vRep achievements, and gives clients better insight into end-user customer trends including buying patterns, needs, and interests. By offloading the vRep performance measurement and maintenance process, companies free up resources, but more importantly, identify and continually improve the customer service efforts that are the most successful and effective. Furthermore, NativeMinds vRep Performance Management will enable companies to determine effectiveness in areas that directly impact brand loyalty and cost savings.
Some of the vRep Performance Management services' key analytical components that provide customer insight and evaluate vRep effectiveness include:
• Evaluation of vRep performance against defined, company-specific criteria (e.g., percentage of FAQs the vRep offloads from email inquiries, or increased efficiency with which the vRep resolves a customer issue)
• Identification of the most frequently asked questions
• Recommendations for new topics
• Analysis of scenarios for which the vRep initiated an external search
• Analysis of scenarios in which the discussion was escalated to chat, email, or other assisted support
"The ability to produce reports detailing a self-service performance and then analyze this data is essential for the ongoing effectiveness of any self-service initiative," said Andrew de Vries, vice president of marketing for NativeMinds. "By making continual updates to the vRep knowledge base and improving the accuracy of responses, companies are creating a more personalized and satisfying Web-based customer service experience, leading to increased customer satisfaction and loyalty at reduced service costs."
For more information, contact Verity at info@verity.com or at World Wide Web site http://www.verity.com or call 408-541-1500.
Verity and the Verity logo are registered trademarks or trademarks of Verity, Inc.
Summary: ...Australian National Audit Office Case Study. Case Study “Interwoven created the only proof of concept that was able to stand up quickly and remain stable. The others efforts crashed repeatedly. We found Interwoven’s solution to be user friendly, stable, easy to understand and within minutes staff...
Summary: ...questions and tag customers for up-selling and cross-selling opportunities. • Root Cause Analysis – By identifying the underlying reason customers are calling, speech analytics provides the business with the information needed to identify at-risk customers, evaluate sales and marketing initiatives,...
Summary: ...Thane Peterson, OSPA Director. “But, more important, getting approvals on foot was wasting thousands of faculty and staff hours every year and slowing down the grant submission process, which often have short time-frames.” The Solution Through interactions with ISU faculty and staff, OSPA determined...
Summary: ...on a savings of 2 hours of faculty time per application • Improve customer service to faculty and staff “HP Autonomy ofered the only open-standards solution that would faithfully mirror our paper process, both visually and mentally.” – Thane Peterson, Iowa State University Overview Iowa State...
Summary: ...doing more work in less time, and that flows through from accountants to administrative staff to our directors and managers,” says Khalil, who is now planning the implementation of WorkSite’s integrated email management module. “WorkSite has helped get our ‘less paper’ initiative moving in the...
Summary: ...gather early insight into relevant issues. It made it possible to generate Community Impact Assessments much faster and with more credibility. The trial also made a significant contribution to ongoing operations by enabling MPS to: • Identify a connection between two intelligence targets that had not...
Summary: ...solution, it would appear daunting to users trying to sift manually. From this deluge, MPS was able to determine new community influencers and gather early insight into relevant issues. It made it possible to generate Community Impact Assessments much faster and with more credibility. The trial also made...
Summary: ...took up to five days to complete—an unacceptable delay in the highly competitive communications industry. Rogers realized that for its self-service initiative to be successful, it needed to eliminate these bottlenecks. “We launch new phone packages literally every week. And for each of these we offer...
Summary: ...Centralizing its data backup processes was an important step in establishing best practices within Iskratel’s technology organization. The company’s other practices are structured according to the relative criticality of the data in question. Iskratel’s least critical data is not updated very often,...
Summary: ...approval and archiving processes. AGENCY.COM helped KeySpan determine a total cost of ownership for its content management initiative, including licensing, implementation, and ongoing support and maintenance. Based on these factors, as well as the ability to meet KeySpan’s flexibility, ease of use,...
Summary: ...£130,000, designed to identify and measure the link between individual, user productivity and information technology. In so doing, the trial discovered the knowledge management solution that would best reduce wasted effort and give more value to the information resources held on their intranet. In addition,...
Summary: ...easy with minimal setup time. Signifcantly WorkSite integrated with Advance Practice Management which the frm had also selected.With WorkSite up and running, McLean’s paperless document management and collaboration initiative has quickly picked up speed. The frm is gathering its history of client tax...
This is a small selection of the Autonomy case studies available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...to identify key relationships between pieces of data, customer patterns or segments, or unexpected concepts or topics in real time, analysts can more rapidly discover key insights and indicators to drive strategic decision making. Uses cases for Autonomy Explore Brand reputation management. Use cutting-edge...
Summary: ...retain, preserve, and dispose of information according to legal and regulatory requirements. Autonomy Records Management solutions provide corporations with a single, unified enterprise platform with unique analytical capabilities to understand the meaning of information, apply real-time policy management,...
Summary: ...and creation of archive policies and rules • Provides multi-level rule creation for intuitive and self-documenting design capabilities • Allows Preview reporting against production data sets to iteratively test archive rules and policies prior to server deployment • Enables sharing and collaboration...
Summary: ...including the leading premium social media publishers such as Twitter and Facebook. With access to data from more than 40 global publishers, along with augmentation and enrichment services such as Klout score, language detection, sentiment or gender, organizations can quickly gather conversations with...
Summary: ...or random sampling without any distinction, Aungate Supervisor applies intelligent sampling profiles against a preserved data set according to communication direction, type and frequency. Further, these profiles can automatically exclude records that do not contain potentially damaging language or concepts....
Summary: ...trends/connections • Allows sharing of knowledge to drive innovation across organization • Enables online, real-time insights from a combination of data types & sources • Moves beyond reporting towards pattern recognition & predictive analytics Autonomy IDOL is the engine that allows Autonomy’s...
Summary: ...expressed in virtually any forms of information. Leveraging NoSQL (Not Only SQL) technology, IDOL enables you to simultaneously understand and act upon documents, emails, video, chat, phone calls, and application data moving across networks, the web, the Cloud, smartphones, tablets, and sensors. A single...
Summary: ...Autonomy Records Manager. Primary Benefits of Autonomy Records Manager • Advantages of a single, enterprise platform across the organization for Records Management and Enterprise Search • Unique analytical capabilities to understand what’s contained in the information and apply policies and processes...
Summary: ...legal and regulatory requirements • Leverage previously hidden information assets held within business records • Benefit from a single, enterprise platform for Records Management and Enterprise Search • Gain the unique analytical capability to understand the meaning of information and apply policies...
Summary: ...a greater share of information is unstructured, in the form of email messages, documents, social interactions, and downloaded content from blogs, news sources, chat forums, as well as audio and video files. Autonomy Supervisor provides the most advanced capabilities available across all forms of electronic...
Summary: ...Advise module, recording segments can be linked to specific evaluation questions to simplify reviews. Improved coaching is made possible with: •Coaching notes • Links to evaluation questions •Integrated voice/screen comments • Audio export Efficiently staff for customer satisfaction Autonomy Qfiniti...
Summary: ...feedback and insight, and is able to share this with the industry. On January 22, 2010, as part of the online FAQ feedback and submission process, the regular review of FAQ language, and inquiries from Participating Organizations the SSC sought to clarify its position on call center audio recordings....
This is a small selection of the Autonomy Product Briefs available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...refine how effectively e-commerce sites generate customer visits, conversions and engagement. “You can really gain an understanding of who’s coming to your web site and what they like, dislike and are buying,” Malden says. Those kinds of insights have enabled retail giants Macy’s and Bloomingdale’s...
Summary: ...business discovery analytics 2 Table of contents 3 Executive summary 3 A new definition for Voice of the Customer 3 Business discovery includes unstructured data 4 Turning insights into business results 5 Process any file type or language, from any system 5 Analyze and organize data 6 Identify patterns...
Summary: ...to identify actionable patterns that may be emerging over a series of interactions across multiple direct or indirect channels. Intelligent and scalable Speech Analytics solutions can overcome these challenges to offer insights from activity across all customer interactions. Despite the excitement that...
Summary: ...interfaces against formidable competition—an ideal application for technological automation. Big data, big problems Advertisers now have unprecedented analytical data on the performance of their advertising efforts. For each ad, advertisers can now measure:
...
Summary: ...speech recognition, Web and mobile app self-service, chat, e-mail, SMS/text and social media, and freeform notes by retail and field staff. Speech analytics captures the valuable insights in customers’ remarks to agents. For example: “I was on your website but I couldn’t get into my account” or...
Summary: ...Autonomy Whitepaper - How To Measure The ROI of Cloud Data Protection. In addition, the ongoing labor costs of upgrading backup and recovery software, especially software that has been customized, must be calculated. When purchasing software licenses, it’s important to consider where the software is...
Summary: ...the corner. With an implementation date of November 1, 2007, the Markets in Financial Instruments Directive, or MiFID, is considered to be one of the most substantial and far-reaching regulatory initiatives. According to industry consultants, MiFID is expected to have several ramifications which firms...
Summary: ...about the issues facing the business from the people doing the work right now and to listen—really—to their ideas for improvements. A sound information gathering process can yield an understanding of the current state of the organization, certify the design reflects users’ needs and provide insight...
Summary: ...customer surveys, contact center recordings, and focus groups offer traditional methods for capturing customer patterns and sentiment. Yet, while this information provides a great deal of information, it can be incomplete, hard to process, or biased towards the communication channel. For example, to gather...
Summary: ...and output points of file processing can be embedded within existing applications or alongside existing API’s to directly speed organizational processes without requiring extensive software platform migration or staff re-training. Autonomy’s connectors uniquely connect to over 400 different content...
Summary: ...Improving the Legal Hold Process: How to Comply with the Preservation Obligation. Autonomy’s solution is fully auditable, easy to use, and can quickly implement the workflow and processes necessary to demonstrate a good faith effort to meet the preservation obligation. For the first time, organizations...
Summary: ...and managing evidence of business activities and business processes so that it can be used for business operations, analytical analysis, historical records and legal discovery. Without recorded history and its derived insight, our progress is limited as we are destined to repeat our mistakes.
...
This is a small selection of the Autonomy White Papers available, please visit our publications site at http://publications.autonomy.com/ for more information.
Related Case Studies
Find us on Facebook
Follow us on Twitter
See us on YouTube
Find us on LinkedIn
