Try Yellowfin
Explore Yellowfin now with our sample dataset
Get StartedYellowfin Named a Visionary for Third Consecutive Year in 2022 Gartner Magic Quadrant for Analytics & BI Platforms. Read more
Yellowfin Scores Top 3 in Augmented Analytics Use Case in 2022 Gartner Critical Capabilities for Analytics & BI Platforms. Read More
See what’s new in Yellowfin 9.7
Yellowfin Named a Value Index Leader in the 2021 Value Index for Analytics and Data. Read more
Yellowfin Interactive Dashboard Gallery – See the world’s most beautiful dashboards in action. Explore
Excellent technical support, its embed capability and ease of setting up operations and hierarchy to guide our users using drill down over a phone call made us choose to embed Yellowfin.
Takashi Yamazaki, Customer Experience Business Department, Business Unit 2 – NTT TechnoCross (NTT-TX)
One of NTT-TX’s core services is a solution for call center operations. Call centers receive inquiries directly from customers, so organizations can utilize that useful feedback to improve their products and services, develop new products and even solve their business problems. In other words, improving the quality of call centers can lead to higher customer satisfaction. However, there are some issues with call centers, such as shortage of human resources and low employee retention rate, that can affect their efficiency. NTT-TX has been providing their solution, ForeSight Voice Mining to help solve these common problems.
“It can convert customer voice data into a text format by utilizing its AI capability, and analyzes real time. With this text formatted information, it evaluates whether agents are responding appropriately, displays manual documents and notifies alerts to supervisors when agents are having troubles, which enables efficient and high quality operations for call centers,” said Manabu Kimura, Customer Experience Business Department, Sales Division at NTT-TX.
However, NTT-TX’s solution previously had some issues, so the company decided to release a new version. “The previous version also provided a dashboard to analyze agent response quality and operation status at call centers, but it was not flexible enough to meet users’ needs,” said Takashi Yamazaki, Customer Experience Business Department, Business Unit 2 at NTT-TX.
Because they built the application from scratch, the company’s development team consumed large amounts of time to change it and align requirements from their users. It also could not visualize a wide variety of data, so their users needed to extract the data from the application and create reports at their end. NTT-TX eventually recognized they required an embedded analytics platform that could assist them in realizing their users’ many needs.
To address these issues, NTT-TX chose to embed Yellowfin dashboards to their application. There were important points to select an embedded product, such as flexible customization features to meet customers’ requirements fast, ability to have it as a part of their existing application rather than fully integrated, and substantial technical support to get a quick response when they faced some hurdles.
Since Yellowfin clearly separates the data preparation and report creation phases, “We thought it would be feasible in the future for us to take charge of data preparation and create reports by the users themselves,” said Yamazaki. The company is also a Yellowfin consulting partner, so the fact they have engineers who understand Yellowfin deeply was also a key factor in dispelling concerns about technical support.
Along with its simplicity and ease-of-use for both the company and their users, Yellowfin ticked all these points for NTT-TX. “For example, it was so easy to set up operations and hierarchies in Yellowfin to guide our users using drill down over a phone call,” said Yamazaki.
NTT-TX started to deliver their new version of ForeSight Voice Mining with Yellowfin dashboards from April 2019. The revamped dashboard displays more useful metrics, such as the number of calls handled, the average response time, the number of reasons why customers call to call centers, etc, so that users are able to check their operation status and agents’ response quality much better than the previous version. “You can analyze whether agents comply with the rules and talk script, and create charts to visualize that data. It is also possible to evaluate each agent’s response, such as which areas they are doing well and which not. I think this feature will contribute to guide and educate agents”, said Kimura.
NTT-TX’s users are now able to create a comprehensive evaluation report for each agent, and agents themselves can check that information based on measurable numbers, so it drives their motivation with their job and eventually leads to increased retention rate. “The revamped dashboard allows our users to check their operation status and the agent’s response quality any time, which helps them to achieve more efficient and effective operations at call centers,” said Kimura.
Looking ahead, NTT-TX is considering strengthening its agent support functions to support call centers that are increasingly becoming home based due to COVID situation. To utilize more of Yellowfin features, they are also thinking to analyze customer attribute information using accumulated voice data, and also use Yellowfin Signals to expand their ability to help their users more efficiently and effectively.
“Excellent technical support, its embed capability and ease of setting up operations and hierarchy to guide our users using drill down over a phone call made us choose to embed Yellowfin,” concludes Yamazaki.
By signing up to the Yellowfin Newsletter, you agree to our Terms and Conditions and have read our Privacy Policy.
Let us show you the best analytics product on the market with the only analytics platform that combines action based dashboards, automated business monitoring and data storytelling capability.
Get a DemoThis website uses cookies so that we can provide you with the best user experience possible. Cookie information is stored in your browser and performs functions such as recognising you when you return to our website and helping our team to understand which sections of the website you find most interesting and useful.
Strictly Necessary Cookie should be enabled at all times so that we can save your preferences for cookie settings.
If you disable this cookie, we will not be able to save your preferences. This means that every time you visit this website you will need to enable or disable cookies again.