Let’s build a smarter planet
Tier 1 Mobile Service
______________________________
Smart is…
Creating a consolidated product
knowledge hub to provide call
center agents with relevant
information regardless of source
Tier 1 mobile service provider used
InfoSphere Data Explorer to ingest
large device manuals from multiple
vendors and create digestible chunks of
information (sub-documents) on a topic
that the contact center representative
can use to solve a customer issue.
The document index serves as a
consolidated product knowledge hub.
Over 40,000 call center agents access
these targeted information chunks from
the central knowledge management
application, combined with information
from other sources. This helps them
to resolve customer issues faster and
more reliably, resulting in lower average
handling time (AHT) and improved
customer satisfaction. Service provider
also saved hundreds of thousands of
dollars spent in manually segmenting
and processing information.
______________________________
Communications
Provider transforms call
centers with real time
access to customer and
product data
Gaining new insight with a product knowledge hub
built on IBM InfoSphere Data Explorer software
About the customer
Customer is a tier 1 mobile service provider with operations in
United States and all over the globe. They service millions of
subscribers with 4G and 3G wireless voice, messaging and data
products and services.
Multiple search systems and interfaces
needed to get the relevant information
As call center agents spoke with the subscribers, they were using
multiple applications to look up relevant information as they could not
find the precise information needed to resolve the customer issue in a
single system. The applications and data sources used were Omniture
(Adobe), Drupal, Oracle Universal Content Management (UCM) and
external web pages. Service provider wanted to reduce the average
handling time (AHT) for calls by providing relevant information faster
in a single integrated interface for the call center agents to lower costs
and increase customer satisfaction.
High cost of preparing content for use
by contact /call center agents
Content preparation was performed by six full-time equivalent staff
(FTEs) who were manually segmenting information from large device
manuals into digestible chunks for the call center agents to view.
The service provider was spending $1.1M on this activity.
Creating the product knowledge hub
with InfoSphere Data Explorer
IBM’s Data Explorer professionals met with the client to rapidly assess
the business needs across multiple functions and departments. IBM
team members partnered with key stakeholders to better understand
various goals and gain a sense of timing to fulfill an urgent business
need. The critical production delivery window in support of peak call
volume required a rapid deployment strategy. The team configured
three complex data sources and implemented three discrete UI displays
in support of those data sources. The move to production successfully
met the client’s business case in time for their peak call volume during
Black Friday shopping. Large device manuals were automatically
segmented into multiple sub-documents dynamically within the
index and tagged for ease of search and navigation. InfoSphere Data
Explorer also indexed multiple information sources including Oracle
UCM, Drupal, external web pages and SQL server instances to provide
 additional information for call center agents. The product knowledge
hub was integrated with a knowledge management application and the
application was rolled out to over 40,000 call center agents.

Delivering relevant information faster for

call center representatives
Over 40,000 call center agents now do not answer any inbound calls
without first logging into InfoSphere Data Explorer and assuming one of
the approved roles as assigned by their supervisors. Agents only provide
answers that they retrieve directly from the knowledge management
application powered by the product knowledge hub. With greater access
to relevant, real-time information, agents are more efficient and achieve
a higher quality of service. The service provider estimated that every
second shaved off the AHT results in millions of dollars in cost savings
for call center operations!

Automating content preparation for call

center representatives
InfoSphere Data Explorer has automated the content preparation for
call center usage. The service provider expects significant cost savings
as they re-deploy six FTEs previously focused on manually segmenting
large device manuals. InfoSphere Data Explorer produces content faster
and with greater accuracy than manual process.

Future plans
The product knowledge hub (powered by InfoSphere Data Explorer) is
being integrated with other data sources such as Blackberry World and
Apple App Store to support federated search. The service provider is also
considering deploying InfoSphere Data Explorer to meet information
optimization needs of other departments such as Human Resources and
Information Technology.

For more information

To learn more about IBM software, contact your IBM sales
representative or visit: http://www-01.ibm.com/software/data/
infosphere/data-explorer/

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