Place digital analytics at the core of your operations to learn and adapt to customer needs and propel next-level outcomes.
As analytic capabilities expand, companies have more ways of exceeding customer expectations. Spanning processes end-to-end, embedded analytics provide the intelligence you need to stay in front of customers and the competition.
Operational analytics becomes incredibly powerful when used strategically. Enterprises can harness insights to identify new ways to service customers, new products and services to develop and new outcomes to pursue, such as opportunities to create new revenue streams and cost savings.
And with the right data structures and systems of intelligence, enterprises can automate how analytics are leveraged to adapt to customers and deliver deeply personalized experiences.
Generating business insights requires combining the right data, algorithms and expert knowledge. Read about how semantic analytics empowers business users to identify new opportunities and market trends more quickly than ever before.
Increasing customer satisfaction is always a challenge, but perhaps even more so in competitive service industries like healthcare where multiple choices often abound.
A leading U.S.-based claims clearing house client, which provides an information exchange to providers, payers and vendors, uses an agent-based contact center supported by Cognizant. With more than 100,000 cases per year, the company was challenged with a high volume of issues that were not resolved during a first attempt. Low customer satisfaction scores resulted, which negatively affected the customer experience and the brand.
After identifying a lack of data-driven processes to identify impacts or provide actionable responses, Cognizant developed a comprehensive analytics solution across the contact center, leveraging information from multiple customer touchpoints. The solution identifies customer experience issues and provides new actionable processes to engage customers proactively. The result: tactical improvements of issue resolution, increased customer satisfaction (CSAT) scores and improved customer sentiment.
The solution predicts open case or issue propensity post closure and defines actions for high-risk claims, which remain open until an optimum resolution ensues. The output helps predict likely “low CSAT” customers well in advance to prevent issues from occurring.
To ensure that insights remain actionable, the solution includes a customer sentiment dashboard providing real-time views for agents while they interact with customers. This empowers agents to better respond to current customer issues, as well as further enhance the overall customer experience.
HfS Research Ltd. names Cognizant to the Winner’s Circle for its tools, platform strategy and vision for investment in the evolution of Intelligent Automation.
Integrated analytics help decision-makers get the insight they need without switching applications, wading through multiple reports or calling upon BI specialists for help.
Repeatable, embedded predictions improve processes, decrease costs and increase productivity. And they provide actionable information when and where it’s needed most.
By embedding analytics into your sales, marketing and customer service applications, you can optimize sales force productivity, win more bids and expand markets through actionable insights.
With online reputation management, organizations can preempt negative sentiment before it spirals out of control and even improve the effectiveness of their marketing campaigns.
Understand your sales force performance across products; improve sales to customers by product and by agent; boost revenue through faster conversions; reduce costs with improved agent performance; and accelerate time to market.
Enhance end-to-end sales processes with insight into the impact of delivery time on proposals, reasons for failed conversions, and guidance on which proposals work best and why.
Map sales, marketing and customer service insights across your customer segments. With ongoing actionable insights, you can expand markets and sales delivery processes.
Gain information to improve the revenue/income cycle across your management process. Learn how to reduce the recovery effort and increase delayed revenue efficiencies.
Gain insights and evaluate actions that map order to inventory by volume, timing and location fulfillment. Whether focused on products or services, this solution aligns supply to demand within streamlined processes and optimizes adjustments to reduce costs and increase order-to-sales ratios.
Benefit from key features: enhanced reporting, increased list signups, and improvements to upsell, retention and revenue prediction. Improve end-to-end digital advertising campaigns with insights into new upsell and cross-sell programs such as banner/header effectiveness.
Generates insights and actions across a wide variety of contact centers, sales and marketing platforms. Use this solution to map case volumes, support issue volumes or manage sales agent staffing to increase productivity and decrease costs. You can dynamically predict and staff for peak loads or decreased activity, or create new procedures to decrease sales process times.
Build and deploy analytics right inside your customer service applications, fortifying your competitive advantage.
By embedding analytics into their enterprise applications, consumer-facing organizations can cultivate lasting and profitable customer relationships with hyper-personalized offers and services.
Improve your customer satisfaction with new insights and quick responses to support issues, including first-time resolutions and proactive customer interactions to reduce escalations. The result: increased customer satisfaction with reduced cost of support follow-up.
Understand and act upon customer satisfaction across your help desk/support centers. Predict potential customer issues that negatively impact satisfaction and act fast upon developing issues before they escalate.
Use SLA and operational analytics to measure customer mood improvement options and to increase brand awareness. Implement new actions to improve current or future shifts in customer sentiment.
Includes baseline insights and new processes to close support calls correctly the first time and reduce escalation issues, lower follow-up costs and increase customer satisfaction.
Creates analytics output across operational metrics for a “full view halo” of customer support—essential for creating customer, product and services views, or for analyzing the best candidates for process improvement at reduced costs.
Gain insights and improve your customer NPS score by leveraging the metrics with the greatest impact across customer interactions.
Improve your understanding of and success with enrollment processes and completions. For any “sign me up” process or opt-in action, you can predict outcomes, provide faster process delivery and completions and improve new enrollment satisfaction.
Leverage churn predictions to pinpoint which enrollments have the highest impact on your business or are most likely to fail. Make use of these for analyzing prospects in insurance companies, advertising agencies and more.
Heavily automated and process-driven, insurance applications are prime candidates for embedded analytics that generate continuous insight.
According to our research, insurers are aware of digital change; those that choose to move past their inherently risk-averse natures will reap rewards measuring in the trillions for the entire industry.
Segment and group your customer-facing resources to understand performance, markets and customers, all as it relates to products and sales. Insights across your direct or indirect-selling staff help to increase revenue and decrease time to market and overall conversion complexity.
Leverage your policy, proposal and agent/broker data to understand time to conversion and successful conversion impacts. Clearly see how to reduce proposal completion times, group proposals by success factors and increase overall conversion rates. Further, map agent/broker insights to conversion rate success to ensure a better match for additional improvements.
Streamline first endorsement closure and reduce time and costs of rework—both through first process and issue prediction analytics.
Map endorsement volume to best process type and staffing. Align endorsements by complexity and best process, thereby reducing costs and increasing outputs.
Reduce overall suspended policy amounts, resulting in cash reserve savings, reduced costs and increased total policy premium intake.
Improve underwriting activities, such as impacts to cancellations, enhance premium revenue by limiting undue cancellations, and reduce costs via improved underwriting processes.
Predict cancellation reasons and impacts, develop new processes to reduce cancellations preemptively and increase premium revenues.
Optimize medical insurance programs by predicting the correct claims process needed to right claims. Implement to help users understand and adjust the claims process by identifying issues before their impact is felt.
Optimize claims handling and reduce costs from volume-to-staffing improvements, early identification of issues and more.
Predict impact metrics and actions to improve invoice process and revenue return. Understand aging/non-paid invoices and preempt, as needed, to improve invoice payment and reduce overall time to payment.
Improve forecast collection issues and act upon impact analyses and process alignment to improve overall revenue collection and reduce time to collect.
Integrate analytics into back-office systems to optimize processes, improve staff productivity and increase customer satisfaction.
Using statistical techniques, pharmas can effectively segment customers to design market-driven strategy, launch new therapies, market existing products and maximize the value of in-line brands.
Better predict and reduce process and claim error volumes and rework. Leverage provider segmentation with outlier detection and performance improvements leading to reduced costs and overall provider process improvements.
Reduce time to finalize claims and overall claim costs. Improve overall claims process efficiencies.
Understand and confirm claim accuracy early in the claims cycle. Access claim volume insights to improve staffing productivity and performance. The result: significant cost savings and improved customer satisfaction throughout the claims process.
Decrease claims denials with preemptive actions, insights and processes for prior authorization clarity. Reduce costs and increase claims revenue with improved accuracy and fewer end-process denials.
Understand and predict initial claims approval rates to improve overall claims success. Reduce costs by focusing on claims with issues requiring attention, move successful claims through more quickly, improve claims approvals/revenues and reduce rework.
Better predict collection issues and act upon impact analyses and process alignment to improve overall collection revenue and reduce time to collect.
Enable cost optimization of provider networks and contract content and process improvements. Make use of segments to increase provider success.
Combine embedded analytics with the power of digital to refine processes throughout the enterprise and envision new business models.
Ensure online list success by aligning processes to type and geography. Gain new insights to increase revenue for digital listing environments.
Reduce fraudulent listings via outlier and predictive actions, increasing listing success due to better accuracy and improving the customer experience.
Address point predictions to improve overall accuracy and customer satisfaction and increase revenue through improved map accuracy validations.
Leverage this mapping validation and success platform to increase mapping accuracy and adjustments and improve your competitive advantage.
Gain better insight with pattern recognition with text mining to streamline issue resolution across business-to-business digital servicing.
Leverage our machine learning models to improve the tech world’s leading and most advanced analytics predictive capabilities—across the digital landscape.
Reduce false positives within the digital landscape of advanced analytics and improve delivery times for complex predictive models by reducing resource constrains and testing/validation times.
Access analytics that provide issue and failure identification to increase productivity and reduce appointment failures, truck roll costs and technician field time.
Deliver integrated insight and action-based solutions when and where they’re needed most across multiple industries. Timely, embedded and automated analytic solutions that “predict and act” must execute within key processes and be kept current regarding new customer, product and interaction information. Implementing analytics based on deep “always on” industry area expertise is the key to fast, action-based operational analytics value—a key to Cognizant’s fast, action-based analytics approach. Industry examples include healthcare, insurance and communications.
Healthcare organizations require integrated insights and actions across their key business areas to improve their understanding of and interactions with a constantly changing landscape of providers, payers and members.
Analytics add value across provider, payer and member groups. Cognizant helps you deliver repeatable, embedded predictions and actions for improved business process, decreased cost and/or increased revenue.
Insurance companies require interaction-based insights and actions that offer the right products to their customers at the right time.
Insurance analytics add value across P&C, life and annuity groups. Cognizant helps you deliver analytics as repeatable, embedded predictions and actions, improving business processes, decreasing cost and increasing revenue.
Online product, advertising, video and social media organizations require integrated insights and actions across their key business areas to improve their understanding of and interactions with a constantly changing customer landscape.
Social media, advertising and online technology analytics add insight across geography, customers, media, product and channel. Cognizant’s solutions deliver repeatable, embedded predictions and actions for improved business processes, decreased cost and increased revenue.