Download information on the Beyond the Arc VOC Enterprise Feedback Solution
VOC Enterprise Feedback Solution:
Maximizing customer satisfaction and capturing actionable insights through individualized Voice of the Customer solutions deployed with IBM/SPSS Modeler Text Mining and Predictive Analytics
To help clients gain valuable insights to improve customer experience, Beyond the Arc provides a VOC Enterprise Feedback solution offering a full range of services for Voice of the Customer programs; from strategic planning to sophisticated technology implementations of IBM SPSS text mining and data analytics, with deployment back into the enterprise.
Beyond the Arc combines consulting in advanced analytics with sophisticated custom technology implementations for IBM/SPSS text mining, statistics, and predictive analytics
The solution can start with a core IBM SPSS Modeler Premium deployment with Text Analytics, and can scale to include additional features such as Entity Analytics, Modeler Server, SPSS Statistics and Analytic Server.
Enhanced deployment and automation options include IBM SPSS Collaboration and Deployment Services which can leverage an existing IT infrastructure and optional applications such as IBM DB2 and IBM WebSphere, as well as integration with other vendor platforms in the enterprise.
Expert Solutions in IBM SPSS |
How Clients Benefit |
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VOC Analysis Development:
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Custom linguistics development and classification schemes can provide the ability to understand how your customers speak, what are their underlying meanings and issues, and the best lense to view and organize the insights so they are actionable for your business.
Text analytics can be combined with predictive and statistical analytics for enhanced modeling utlizing more of your data. VOC analysis is built around repeatable and deployable processes to support business partners needs and objectives in a flexible manner. |
Infrastructure:
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One source for both IT and Analytics deployment; providing onsite and remote capability to securely install into your existing infrastructure, deploying scalable capability for your current and future needs. |
Data Acquisition:
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Selection and prioritization of data sources can focus effort on the most productive data first. True data understanding and data prep is a time consuming process that can be automated once established.
Integration of multiple data sources and across business lines provide different perspectives and surfacing of issues that might not as visible otherwise. |
Reporting:
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Best practices reporting provide actionable insights to appropriate audiences at the appropriate detail.
Tracking top customer pain points help understand the customer experience from the customer’s point of view, while identifying emerging issues can reveal new issues in time to reduce emerging risk. Automation of reports and dashboards can help operationalize the deployment in a scalable manner. Deploying an analytic “platform” allows flexible reporting to support custom requests. |
Implementation:
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Insights are not only reported on, but are used to drive process improvements, reduce reoccurrence, and improve the overall customer experience and retention.
More than listening and reporting, provides expertise in crafting communications back to the customer, “The Voice of the Company,” to complete the customer communications cycle. Training enables employees to help scale deployment and bring more capability in-house. |
Program Strategy:
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Understanding the business and the customers’ journey is key to properly interpreting the customer experience and enabling appropriate responses by the business. |
Business Relationships:
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Obtaining buy-in from across the enterprise by involving and incentivizing stakeholders enables shared interests and access to data and resources. |
Download the VOC Enterprise Feedback Solution datasheet
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