PUTTING DATA. TO WORK
A streamlined operational pipeline to help customers stay loyal, a robust analytics layer to make sure they do.
WHAT WE DO
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Sales & Private Client
Conversion journey tracking, contact prioritization and customer value monitoring, sales performance reporting on customer value and sales agent statistics tacking. Performance modelling and customer analytics.
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Financial Operations
Performance tracking, staffing and prioritization. Optimization of department case work efforts, time to process, processing time and effectiveness. Custom CRM and warehouse data integration.
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Client Services
Workforce management, brand and functional level contact center reporting. Staffing optimization, segmented customer support prioritization . Customer experience tracking, customer contact reason classification.
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KYC & Onboarding
Regional, functional and agent & team level reporting. Performance tracking, staffing and prioritization. Optimization of department case work efforts, time to process, processing time and effectiveness.
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Compliance & Risk
Regulatory and compliance process development support. Process adherence tracking. Contextual customer communications review automation.
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Customer Experience
Sentiment, intent, emotion extraction from voice & text, data enrichment. Customer journey analysis. Customer experience tracking. Product development and process improvement opportunity analysis.
Broker Buddy
The bot provides an interface where users can ask questions in natural language and receive responses grounded in enterprise domain data.
The tool supercharges knowledge transfer, empowering our teams to accelerate onboarding, enhance procedural competency and provide better outcomes to our clients.
QA Augmentation
Our call center receive 14k chats, 10K calls, 15K emails every month. A total of 39k contacts.
Our workforce staff conduct QA, in the process they analyze 3 calls, 3 chats, 3 emails or a total of 9 contacts per rep.
A little over 1% of contacts reviewed in the monthly quality assurance process. We can do better.
AI augmented process enables us to review close to 100% of all contacts, enriching deliverables of Work Force analyst and enhancing the effectiveness of their efforts in surveillance, quality assurance and training
Client Services
What does it take to keep our customers happy? A team close to 50 support agents, actually.
How can you help your team excel and enable it to provide best-in-class service while maintaining optimal staffing?
You do it with real-time data, automation, bespoke reporting and actionable insight.
Our team has created a suit of automated reporting dashboards delivering accurate, reliable, near-real time data unifying all contact center reporting.
Financial Ops. & KYC
Are customers having an easy time going through the funding and on-boarding journeys? Are we providing the right services at the right time? Can we do better?
CRM reports provide solid situational awareness, we take it a step further by enriching the data with additional calculated measures, taking out outliers, creating custom groupings to operationalise the data, resulting in insight that enables both better customer outcomes and higher operational efficiency.
Sales & Private Client
How do I know if my sales efforts are paying off? Who are my top clients? How can I track their performance?
Knowing which questions to ask is as important as getting the right answer.
Whether you focus your sales effort on funded or traded conversion, report performance on cohort- or non-cohort basis, want to optimize reactivation efforts, create a new performance model or simply want to have custom call stats reports delivered to your team we are here to help.
“The Customer Insights team provides us with the analytics to effectively track our key performance indicators and measure our performance against service targets.”
— Jeff Peloso, Director Client Services
Text Analytics (NLU)
Most customers would rather go to the dentist then contact a support center. Do you know why customers are contacting you?
We automatically analyze every customer conversation with a domain-specific model that spans over 70 intents.
Over the years text analytics has helped us streamline operations, improve customer experience, identify great opportunities and increase employee retention.
Searching for insights to drive experience transformation?
Look no further.
Meet the Team
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Dennis Demin
Senior Analyst
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Elias Fedai
Junior Analyst
Core Competencies
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ETLs & Automation
Data automation pipelines across connections to data warehouse, CRM and other external APIs allows us to continuously enrich data while diminishing time to discovery.
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Data Visualzation & Delivery
Bespoke near real-time reports designed to provide data-driven solutions at the right time and in the right format do inform business decisions and drive actions.
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Text Analytics (NLU)
Analyzing every customer conversation lets us bring structure to unstructured speech and text, connect customer intent and action. What are your customers talking about?
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Statistical Modelling
Extensive analytics layer enabled performance modelling across custom dimensions and measures, combining and expanding CRM and data warehouse objects and values.
Dennis Demin
Senior Analyst
dennis.demin@stonex.com