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March 04, 2020

Cognizant's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Data Analytics enabling Operational Excellence

Read this article about Cognizant, Best Achievement in Data Analytics enabling Operational Excellence, selected by the independent judging panel, for the 2020 Business Transformation & Operational Excellence Industry Awards program.

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Cognizant is focused on providing transformation solution for customers through digitization, analytics, and automation in essence of building long-term partnerships.

We provide customer experience transformation leveraging Technology solution with embedded Analytics. This embedded Technalytics (Technology and Analytics) approach focuses on advanced “predict and act” type of models implemented through cognitive computing. 

Scope of the Project:

Cognizant provides Technical service support for a Chain of 3000+ stores in ANZ. Store managers make 30k calls in a month with an average handle time of 9 minutes…i.e. 27,000 hours of call time in a year

Cognizant’s focus is to make sure Stores representatives should be spending more time with visiting end customers not with helpdesk resources trying to fix an issue.  Cognizant’s Digital transformation in contact centers is focused on reducing the need for the user to contact customer support. This initiative was initiated with four distinct objectives

  1. Eliminate the contact
  2. Deflect the contact to new age digital mediums

Where the above two are not possible

  1. Reduce the time spent during the interaction and
  2. Provide Proactive Solutions i.e., solve the concern before the customer perceives (in pipeline)

Phase 1 and 2 yielded about 18% and 12% interaction volume reduction, the scope of the current project is to reduce time spent during the interaction using the following approach

  1. Identify caller
  2. Profile caller and Predict the reason for call
  3. Pre-empt solution & Provide technology enabled support to associate

This has yielded 13% reduction in interaction time.

Solution Overview:

Current state call flow process:

Re-imagined Technology enabled call flow process:

Project duration: 24 -26 weeks

Complexity: Integrated effort from teams with different skillsets - Transformation, Voice technology, Predictive analytics and Application development 

With embedded data analytics, we link the caller, store and historical data; we provide real time prediction of issues for which the call is made and provide analytics enabled solutions that are faster and accurate.

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Impact on Business and Client:

  • Best-in-class customer experience
  • Reduced call handling time (prediction accuracy at 85%)
  • Zero unknown variables for associate when call lands

Business value:

  • 10% -15% productivity gains for Client
  • Customer satisfaction improvement to 98% from 95%
  • Knowledge base and troubleshooting tree uplift by 30%
  • Improvement in resolution by 4%

With Technalytics, by improving our CSAT to 98% and resolution improvement by 4%, our efforts to keep the stores staff happy continues. We are helping Stores reps to focus their valuable time in serving and delighting the customers visiting the stores.

We believe a true Helpdesk associate should be speaking caller’s mind – we are reaching there with data science & analytics.

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About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Business Transformation & Operational Excellence World Awards (BTOES) on Wednesday, March 25th, 2020, from 6.30pm in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2020 in the beautiful Venetian Ballroom on March 25, 2020 at the Loews Portofino Bay Hotel at Universal Orlando™️. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

 

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BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

 

Quick Links

Speakers

Agenda

BTOES Awards

 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 


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