Performance and consistency in business can only be created with innovation and inspiration. TransUnion recently worked with us to produce a tremendous Nexidia Analytics success story, where they worked first to meet the Four V's of Big Data, but then they challenged NICE Nexidia to meet the same criteria from the standpoint of data analysis: Velocity (the pace of incoming data); Volume (the amount of data generated); Veracity (transparent, objective analysis); and Variety (omnichannel sources, structured and unstructured). Read on to learn more about how Nexidia Analytics met TransUnion's high standards.
Velocity
TransUnion values time, and how to save it. They are also keen to improve customer experience and increase their brand equity. After a series of motion studies, they were able to determine that automation of their QA processes from manual to analytics-based would produce not just time savings, but also reduced risk of human error. Interaction analytics based quality reviews resulted in much more objective, accurate, and effective outcomes.
Volume
With a focus on customer experience, TransUnion was concerned that their social media channels were not being monitored effectively to gauge the sentiment of the general public toward their brand. They also felt that their contact center survey rates were not effective enough to measure customer satisfaction. The problem was that the volume of data they analyzed was not enough. By using the omnichannel capabilities in Nexidia Analytics, they brought together all speech and text communications to analyze sentiment in a single, uniform administration tool with customizable scorecards and reports. 100% of all contact center interactions are now analyzed for quality. To solve their public relations concerns, they also launched a Nexidia-driven media monitoring feature that allows them to detect, prevent, and debunk hostile communications.
Veracity
To pull powerful truths from data, the right level of expertise is required. TransUnion realized this, and employed Nexidia's Managed Analytics Services to help them reach new levels of rapid, transparent, and objective analysis. The Managed Analytics Services team helped TransUnion categorize their calls more effectively, analyze sentiment for overall customer satisfaction and for quality analysis on agent interactions, and monitor external social and popular media.
Variety
Being truly omnichannel means not only pulling interaction data from across communications channels, but also sending the right data to external data sources for use by anyone across the business. The transparency sought by TransUnion was satisfied by Nexidia Analytics' ability to combine Nexidia analysis results with data from other sources and combine them downstream into comprehensive Excel and Tableau reports that are useful to company leadership. In this way, the analytics provides variety in its ability to automate a quality program, to monitor social channels for public relations sentiment, and to send analysis results to executives working to maintain the brand name.
Read the full case study here, or join us at Interactions 2019 in Las Vegas, April 16-17, to hear more about this analytics success story.