Business Intelligence Case Of Xtivia Executive Summary Xtivia has almost 150 US employees working with them and it is providing one of the largest life ray service in U.S.A. There are three types of customers; some people prefer to use a toll free number instead of using a web application. Different technologies used in order to like voice recognition technology etc. Now a day’s technology has used by different organizations in order to communicate and contact with the customers. The improvement in the system of IVR can help in the success of the organization and results in return on investment. There are two methods of data collection, one is primary data, and other is secondary data. In this case, study the secondary data used in order to solve the case. In order to access the customer usage of IVR a business intelligence solution developed BI solution used to align the objectives and goals of organization with the system of IVR in order to save the cost. The custom business intelligence and technology solutions helped many strategic businesses to do their business in a successful way. (Xtivia Brings Business Together in Many Industries, n.d.) Introduction Xtivia is one of the major telecommunication companies and develop an advance and attractive infrastructure. For interactive voice response and contact management system that will help to gain the information regarding the usage of customers. The ways the customers use the IVR system provide the company with the knowledge regarding the customer’s satisfaction and help company to generate profit. Xtivia has almost 150 US employees working with them and it is providing one of the largest life ray service in U.S.A. the office of Xtivia are in new jersey, Texas, new York city, Colorado, and consultant nationwide. Literature Review Interactive voice response (IVR) used by people for many years and it is providing solutions to different individuals in order to perform their task. Self-service web applications used by different companies, according to garten almost 92 percent of transactions with customers carried out via telephones. There are three types of customers; some people prefer to use a toll free number instead of using a web application. Different technologies used in order to like voice recognition technology etc. Now a day’s technology has used by different organizations in order to communicate and contact with the customers. The improvement in the system of IVR can help in the success of the organization and results in return on investment. The intelligence infrastructures around IVR help to interact with customers and to optimize the different marketing programs. Some of the programs that used in order to satisfy the demands of the customers and to give them value by satisfying them. Some of the programs are as following In order to maximize the profitability, the cost, and the revenues measured and compared that are profitability assessment. The Churn and loyalty management programs helps in predictive modeling and various other techniques used in order to enhance and retain the profitability. The business intelligence technique used in order to get and manage data of warehouse and provide data regarding mining techniques that helps organization in making decisions and provides a pattern for profitable data. The self-care technique used in order to provide a cost effective method to lowering the calls, so that customers are stay informed and it improve the interaction with the customers. In order to improve the field sale, quality of call centers and trouble desk, the personnel interaction techniques are used. The campaign management techniques used in order to improve the direct marketing, advertising, sales programs, and to promote the coordination and interaction of customers with the organization. Data integrity technique used in order to detect, maintain, and correct the data and to provide assurance to the customers. (Business Intelligence Solution Implementation for Non-Profit Organization, n.d.) Methodology Research methodology, research strategy, research method and data collection technique helps to provide a streamline process and path to analyze objectives and answers the research questions. There are two methods of data collection, one is primary data, and other is secondary data. In this case, study the secondary data used in order to solve the case. There are different techniques like interviews, questionnaire, document review, study of case files to collect the data; here we discuss the case study method. Study The source of data grew in their number and complexity day by day and the business has take allot of advantage from this advancement in the technology. It has reduced the workload on the employees as well as it help the senior manager in analyzing and collecting the important documents that help them in making important decisions. Microsoft excels. Microsoft power point, Microsoft word Microsoft access and CICS are some of the application that used effectively in the business world to manage their activities (Arnott & Pervan G, 2005). The data available on web is sometimes so lengthy that the customer has to wait for it to get loaded. The inconsistency of data is a very important problem that faced by different individuals. These problems create a lot of problem for the individuals, and to overcome various challenges a program named reporting and planning portal project launched. Reporting and planning portal project launched by the Customer Control Management Group that developed with the objective to plan and report different activities with the help of its various operations. This operation need a solution that will help to make the process speedy and automatic as this will help to aid the management of this operation. It help to forecast and also helps to make the long term planning for the contact application of customer and the operations of call center as this will improve the effectiveness of the business activities. This solution also helps to make the data retrieve effectively. The system performance is not easy to understand, it is as difficult to understand as to understand the behavior of humans. As it contain various factors that needed to monitor continuously such as the interaction with customers, system is properly loaded and the customers do not affect by the poor services like drop of call, call centers are not mentioned properly etc Analysis In order to access the customer usage of IVR a business intelligence solution developed BI solution used to align the objectives and goals of organization with the system of IVR in order to save the cost. The BI solution helps the organization to determine the behavior of the user and to analyze the solution or decisions critically in order to improve the organization performance. See Appendix 1. An operational portal was developing by the Xrivia that helps the senior management in order to keep an eye on the channels used to contact customers. The senior management gets the region information, channels to contact customers, and the line of business, whereas the regional managers not provided with any such kind of information When organization provide customized service, the customer feels valued so Xrivia develop a technique named customized data analytical and reporting solution that are used especially in the call centers in order to manage their operations. It helps to analyze the contact data of customers that helps the call centers and customer support management to deal with their customers. All these methods are use by the organization in order to improve the performance of the organization, as this will help the organization to satisfy his customers. One of the solutions provided by Xrivia is the key performance indicators that helps to improve the various operations of call centers and to help in various activities like to mange customer profile, agent analysis, and helps to satisfy customers. The industry specialist develops the KPI technique in order to measure the operations of call centers and to analyze them. (A Success in Business Intelligence, n.d.) The intuitive dashboard are used to display the charts and graphs, that further help to clarify the concept by the help of these charts and graphs that are displayed at web. Performance statics, channel detail, customer interaction, agent performance, quality performance matrix are some of the services that Xrivia are providing and, these are the key performance indicators that provided to different customers. The new solution helps to download on demand and analysis reports in excel sheet that helps the manager of the call centers to manage, organize, retrieve, aggregate, arrange, and help to present the data in a multi dimensional manner as per the requirements of the customers. The portal is access by almost 800 users that are mostly the executive, senior managers and the supervisors (Rouhani S, 2012) These solutions are not difficult and the user needs a minimum training session in order to use them effectively. The online help can also used by the customers in order to understand the information on portal. A large number of information is present at portal that includes the interaction with the customers and provides large number of information that cannot managed manually. Conclusions and Recommendations The performance of the organization can improved if the business observed and analyzed properly. The use of the technology helps organization to not only reduce cost but also helps to increase profitability and help to retain customers. The custom business intelligence and technology solutions helped many strategic businesses to do their business in a successful way.
A Success in Business Intelligence. (n.d.). Retrieved from https://www.xtivia.com/pdfs/Case-BusinessIntelligence_2008.pdf Business Intelligence Solution Implementation for Non-Profit Organization. (n.d.). Retrieved from XTIVIA: https://www.xtivia.com/business-intelligence-a-data-warehousing/dw-bi-case-studies/581-business-intelligence-solution-implementation-for-non-profit-organization Rouhani S, A. S. (2012). Business Intelligence Concepts and Approaches. American Journal of Scientific Research, 50(2012), 1450-223. Xtivia Brings Business Together in Many Industries. (n.d.). Retrieved from Xtivia : https://www.xtivia.com/about-xtivia/industries Appendix 1 Business Intelligence
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