Yellowfin > 实例探究 > NTT-TX Boosts Call Center Ops with Yellowfin Dashboards

NTT-TX Boosts Call Center Ops with Yellowfin Dashboards

公司规模

Large Corporate

地区

Asia

国家

Japan

产品

ForeSight Voice Mining
Yellowfin Dashboards
Yellowfin Signals

技术栈

Embedded Analytics
AI Capability

实施规模

Enterprise-wide Deployment

影响指标

Customer Satisfaction
Employee Satisfaction
Productivity Improvements

技术

分析与建模 - 实时分析
应用基础设施与中间件 - API 集成与管理

适用行业

电信
Software

适用功能

商业运营
质量保证

用例

远程协作

服务

软件设计与工程服务
系统集成

关于客户

NTT TechnoCross (NTT-TX) is a company that develops and provides sophisticated solutions for the customer experience, security, cloud service, mobile communication, and media industries. Headquartered in Tokyo, the company was formed in 2017 through the merger of NTT IT Corporation, NTT Software Corporation, and the acquisition of the media-related technology business from NTT Advanced Technology Corporation. NTT-TX is part of a global telecom and IT company with significant R&D investment in AI, big data, and speech technologies. The company has been actively involved in providing solutions to call centers, especially in the wake of COVID-19, where remote work has become prevalent. NTT-TX's solutions aim to enhance the efficiency and effectiveness of call center operations by addressing common challenges such as human resource shortages and low employee retention rates. By embedding Yellowfin dashboards into their applications, NTT-TX has been able to offer better visualizations and more flexible solutions to meet the changing requirements of their users, ultimately leading to improved customer satisfaction and operational efficiency.

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挑战

One of NTT-TX’s core services is a solution for call center operations. Call centers receive inquiries directly from customers, so organizations can utilize that useful feedback to improve their products and services, develop new products and even solve their business problems. In other words, improving the quality of call centers can lead to higher customer satisfaction. However, there are some issues with call centers, such as shortage of human resources and low employee retention rate, that can affect their efficiency. NTT-TX has been providing their solution, ForeSight Voice Mining to help solve these common problems. It can convert customer voice data into a text format by utilizing its AI capability, and analyzes real time. With this text formatted information, it evaluates whether agents are responding appropriately, displays manual documents and notifies alerts to supervisors when agents are having troubles, which enables efficient and high quality operations for call centers. However, NTT-TX’s solution previously had some issues, so the company decided to release a new version. The previous version also provided a dashboard to analyze agent response quality and operation status at call centers, but it was not flexible enough to meet users’ needs. Because they built the application from scratch, the company’s development team consumed large amounts of time to change it and align requirements from their users. It also could not visualize a wide variety of data, so their users needed to extract the data from the application and create reports at their end. NTT-TX eventually recognized they required an embedded analytics platform that could assist them in realizing their users’ many needs.

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解决方案

To address the issues faced by their call center solutions, NTT-TX chose to embed Yellowfin dashboards into their application. The decision to select an embedded product was based on several important factors, including the need for flexible customization features to quickly meet customer requirements, the ability to integrate it as part of their existing application, and substantial technical support for quick responses to any hurdles faced. Yellowfin's clear separation of data preparation and report creation phases was a key factor in the decision. This separation allows NTT-TX to take charge of data preparation while enabling users to create their own reports. Additionally, NTT-TX's status as a Yellowfin consulting partner, with engineers who deeply understand Yellowfin, helped alleviate concerns about technical support. The simplicity and ease-of-use of Yellowfin for both the company and its users were also significant advantages. For example, setting up operations and hierarchies in Yellowfin to guide users using drill-down over a phone call was straightforward. These features made Yellowfin an ideal choice for NTT-TX, allowing them to deliver a more flexible and efficient solution to their call center clients.

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运营影响

NTT-TX's users can now create comprehensive evaluation reports for each agent, allowing agents to check their performance based on measurable numbers, which drives motivation and increases retention rates.
The revamped dashboard allows users to check their operation status and agent response quality at any time, leading to more efficient and effective call center operations.
NTT-TX is considering strengthening its agent support functions to support home-based call centers due to the COVID situation, and plans to utilize more Yellowfin features to analyze customer attribute information using accumulated voice data.

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数量效益

The revamped dashboard displays more useful metrics, such as the number of calls handled, the average response time, and the number of reasons why customers call to call centers.

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