Industry Insights

Big Data Integration Blog

Industry Insights

May 4, 2017

Customer View – through their eyes

A platform that gives your customer a voice and your company the advantage!   Why Customer View? Your business must know how the customer wants to do business with you i.e. shop, web, chat or contact center. You want to lead your industry so must understand the customer. Your customer wants it to be easy to do business with you. Your business wants to continually improve processes & customer interactions. Your business needs to get inside your customers psyche and see things through their eyes. What is Customer View? Provides ease of implementation. Provides speed to activate. Provides customization and […]
September 27, 2016

Customer Experience Insights with CR-X CallView

Adding emails to existing voice and self-service customer interaction analytics By adding emails another channel of customer interactions alongside you contact center voice channels (inbound and outbound) important customer experience journey maps can be produced, which provide rich insights into returning customer visits. There are two methods to retrieve detailed data from email interactions in order to add these customer interactions to the existing CR-X CallView voice analytics data sets and visualize these visits in detailed and aggregated formats using QlikView. Both methods harness an activity known as ‘Journaling’. Journaling can help your organization respond to legal, regulatory, and organizational […]
June 10, 2016

The difference between Call Journey Mapping and Call Journey Analytics

Google “customer journey mapping” and you will be bowled over with the number of hits you get. You will see a myriad of articles from not only the “Big 4” consulting firms but also stacks of well-intentioned boutique consultancies who do a great job with ‘yellow post it notes’ on the wall, displaying how customers should behave when they interact with your company. But therein lays the problem. The double digit slide decks or PowerPoints from the “Big 4” and the creative ‘yellow post it notes’ are about what customers should do, not what they do.   CALL JOURNEY MAPPING […]
April 3, 2016

How to Map Customer Journeys through Big Data?

Data, Data everywhere but not a drop to drink! We’ve all heard the saying, “Water, water, everywhere, nor any drop to drink”, the line from English poet Samuel Taylor Coleridge’s “The Rime of the Ancient Mariner”. I’ve plagiarized the prose to emphasize the problem enterprises are experiencing with their big data collection and storage initiatives. This is especially important when collecting big data to measure customer activities, customer experience and customer journey analytics. Today’s customers interact with companies across multiple channels –sometimes even for a single sale. To understand each customer’s journey, organizations need to analyze all of their customer […]
April 1, 2015

Measuring Customer Experience Episodes

Back in 2012 Gartner’s CEO Survey** found that CEOs cited CRM as their most important area of investment to improve their business over the next five years. More specifically, in 2014 Gartner predicted that refusing to communicate with customers via social media platforms would be as harmful to the relationship as ignoring their emails or phone calls. A customer journey represents the experience and emotion that a customer feels when they interact with your organisation; it is a reflection of these interactions from your customer’s perspective. Importantly, it often includes interactions that happen outside of your control, such as a […]
March 24, 2015

The Future of Customer Experience Management (CEM)

It is hard to establish who invented Customer Experience Management (CEM), but Arantech claim the title. They brought their product Touchpoint to the global wireless/mobile communications market 12 years ago, enabling the tracking, quantifying, and analysis of how customers interact with customer service providers (CSPs). While the idea of measuring customer experience had been talked about for many years, before the introduction of Arantech’s Touchpoint solution most Telecommunications Carriers operated from a network-centric viewpoint. The shift to a perspective focusing on the customer’s experience was a significant change in approach, aiming to improve the quality of experience for customers and […]
March 13, 2015

The Data Scientist’s Best Friend

What is it that makes a data scientist a data scientist? Lots of clean rich data. It’s their stock in trade. Data scientists bring a unique and exceptionally valuable set of skills to the table in the areas of marketing, forecasting, risk analysis and customer behaviour analysis – just to name a few. Data scientists blend the art and science behind big data to give organisations what they want and more importantly – what they need: insights, solutions and recommended actions. However, according to a study by the McKinsey Global Institute these key people are hard to find. The study […]
February 15, 2015

What is In-Memory Streaming and why do you need it for your business?

Companies today are starting to realise the importance of cost-effective data processing where real-time is key. Rather than processing and storing data like traditional technologies, in-memory streaming allows for instant data processing without the need for an underlying database. This is where CR-X can help. CR-X’s specially designed in-memory streaming technology gives you the ability to analyse massive data volumes quickly, in real-time, and turn complex data into actionable insights. These insights will change the way you do business and give your business a competitive edge. CR-X’s in-memory streaming technology is an advanced computer based software engine that quickly ingests, […]
January 12, 2015

Exciting times ahead in the eHealth market

In the end of last year Telstra launched its new health division: Telstra Health, partnering with various organisations to make a move on the Australian healthcare system and to become “Australia’s leading provider of integrated eHealth solutions”. The plan has cost $100 million and introduces its first service – ReadyCare – that will see GP’s connecting with patients without meeting face-to-face, and getting help and advice via phone and Internet. “Healthcare at its core is about connectivity.” said Telstra’s CEO David Thodey at the launch in October. “It is about how you can get better information flows going between doctor, […]
November 16, 2012

The winner of this year’s US presidential election: Big Data

I found this fantastic article in InfoWorld this week. It really spells out the difference between being on top of Big Data as opposed to not. Clearly the Obama team had learnt the value in having every morsel of information in the one central “Big” Database. On the other hand Romney’s group had their information splattered over a number of repositories and that confused their team of volunteers and duplication and gaps emerged in their efforts. It was not what necessarily changed the outcome of the election, but it might have had some  influence. Please read on: THE WINNER OF […]
August 9, 2012

Big Data Prep: 5 things you should do now!

Big Data Is Big Market & Big Business – $50 Billion Market by 2017 Recently published in Forbes Magazine, John Furrier, from SiliconANGLE, has written an insightful update on the state of play in the Big Data world. As CR-X is currently partnering with most of the companies mentioned in this report, it made good reading. Click here to see the article. ACS magazine Information Age March-June 2012 had an article on Big Data under “Big Data Prep: 5 things you should do now” as a cover story. “Got your Big Data plan in place? If not, you may want […]
March 16, 2012

Everything you wanted to know about ASN.1 Integration

ASN.1 [1] (Abstract Syntax Notation One) is a flexible notation for representing data structures in telecommunications and computer networks. ASN.1 was originally defined in 1984, and has been updated over the intervening years with the latest revision released in 2002. ASN.1 describes records in a ‘compact’ binary format that supports transmission of complex telecom and network data in a minimum of bytes whilst supporting highly optional field population. Pre-agreed ‘record’ definitions include information about field encoding (e.g. string, numeric and date formats), and allows scope for lists, field groups, and sub-lists/sub-groups to be specified. ASN.1 records definitions  are similar to […]
March 10, 2012

Using Big Data to Monitor Customer Experience

“Our business is about technology, yes. But it’s also about operations and customer relationships” – Michael Dell Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier, from awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. Customer experience (positive, neutral or negative) can also simply be generated from an individual experience over one transaction. Ensuring that your company generates positive customer experiences is of utmost importance! A survey in 16 countries, conducted by Alcatel/Lucent subsidiary Genesys, titled ‘The cost of poor customer […]
March 1, 2012

Reading Genesys Log Files

T-Server records are generated by the network equipment that underpins Call Centre Routing, capturing technical details of agent and CTI-related handoffs. T-Server records are logged verbosely to high-volume files, with new files being initiated every few minutes by each of the many CTI applications, at each of the numerous instances that support a call centre.  T-Server log files are often sent to an internal archive location/server and compressed to save storage space, allowing many days data to be stored online. The information logged in T-Server files is voluminous and captures many attributes of the infrastructure equipment, routing, call centre applications, agent […]
February 27, 2012

Why CRM Systems Have Failed to Live up to Reputation or Expectation?

Customer Relationship Management systems (CRMs) were launched on the market in the 1990s promising to provide the perfect 360° view of the customer. In simple terms these new database systems were offering the ability to collect every single interaction with our clients and therefore lead to improved customer service and customer satisfaction. 15 years later very few CRM systems have lived up to their promise. There are many reasons why CRM systems have failed, but some reasons include: Inability to match expectation with installation results The re-use of CRM as merely a database of record (DBOR) for name, address and […]
February 26, 2012

The Secrets Behind XML Integration

With the growing prevalence of XML (extensible markup language) data, there is a widening gulf between legacy systems and XML-based systems. There is a need for tools to bridge the gap between the two disparate groups, to allow the benefit of introducing newer XML-based systems whilst not incurring the cost of replacing large, long-running, and often reliable, legacy systems. XML FORMAT Data formatted using XML is somewhat readable by humans, and is very flexible. For example, a simple list of customers could be represented in XML as: <?xml version=”1.0″ encoding=”UTF-8″ ?> <Customers> <Customer custno=”10245″> <Name>John Smith</Name> <Phone>03 9111-2345</Phone> </Customer> <Customer […]
February 25, 2012

Business Objects Histories and the Benefits They Offer

Complimentary to the concept of a business object is the concept of a business object history. Classical system implementations of business objects persist their current state within the object. A history of a business object records: the current state the history of changes of state of the object the events in which the object has participated, whether or not they result in a persisted change of state of the object itself. Business object histories are a fundamental management tool, providing the factual basis for performance metrics, identification of behaviour patterns, and feedback on the impact of management actions. The complexity […]
February 10, 2012

Thoughts About JDBC / ODBC vs. Native RDBMS Loaders

When faced with loading large quantities of data into a database, there are three main technologies available which are discussed here: Vendor-supplied data loader ODBC-based tools JDBC-based tools The choice will depend upon: The number of database rows to be accessed (100′s, 1000′s, millions, etc.) The type of access (row inserts, and/or updates/deletes.) The frequency (daily, hourly, near real-time, etc.) The database type, hardware and operating system Most solutions will require a mixture of tools to provide a daily/weekly bulk load plus a stream of near real time updates during the day. VENDOR SUPPLIED DATA LOADER Positives usually very fast, […]
February 8, 2012

Decoding ASN.1 Data

Whilst strict ASN.1 [1] decoders exist, often the larger problem is that the data to be decoded is not delivered in a ‘pure’ ASN.1 format. Often additional records, such as headers and footers, are wrapped around the ASN.1 content making the file impossible to process with straight ASN.1 decoders. For example, an Ericsson AXEGSM file’s records might include ‘FD – file descriptor’ (marking a file’s start), ‘LD – logical descriptor’ (marking CDR records from the same network element), ASN.1 formatted call details, ‘LT – logical terminator’ (making the end of an LD block of calls), and ‘FT – file trailer’ […]