qurater overview june 2014 for telcos
DESCRIPTION
TRANSCRIPT
Qurater Business EdgeBig Data Approaches for Customer Care
Qurater has built the deepest
intelligence for discovering and
addressing customer
service issues.
Industry specific approaches
What Qurater provides
#1. Discovery of Customer Service Issues from Social/Web conversations
Any web site specific to the industry
100+ INDIA specific sites mapped
#2. Customer Service ConsoleService rep management console Management Dashboard
techniques, technologies & business rules to engage &
respond to customers in real time
Serv
ice
Networ
k
Billin
g
Setu
p
Spee
d0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
airtelvodafone 3G
CorporateDongleHomePostpaidPrepaid2G
ServiceNetworkBillingSetupSpeed
#3. Insights businesses can act on
Airtel service related issues 2X
more than Vodafone
2M social conversations analyzed30+% of
complaints on are 3G related
50+% of the customer
complaints for are service
related
#4. integration
• CRM integration support• Database download into specific formats (e.g. excel)• Raw data feeds • API support
Technology Uniqueness
Data Mining
Industry specific filters
NLP
Service framework
HOTSPOT detection
Conversation Analytics
feedback, queries, complaints mined from social platforms and any web site
classify conversations based on filters specific to each industry
natural language processing to discover context, insights from conversations
techniques, technologies & business rules to engage & respond to customers in real
time
derive brand insights accurately
and instantly by filtering through the
noise real time discovery of customer service
issues or sales demand before
they become un-manageable
Approach & Capability
Uniqueness
Source Agnostic Data Discovery, Mining & Structure Extraction
Cloud scale – Massive Volumes Of Data
State of the art NLP / Machine Learning to derive industry
specific dimensions
Customizable analytics with industry leading visualization
techniques
Technologies for increased efficiency and responsiveness
Qurater Business EdgeBig Data Approaches for Customer Care
Founding Team
Rakshit DagaFounder & CEO
Sumit MishraFounder & Chief Qurater
Prashanth AdirajuCo-Founder &
Chief Product Officer
Each founding member brings 15+ years experience defining, developing & selling technology products