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Portrait Quadstone

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  1. Portrait Quadstone Company Update and Product Roadmap Neil Skilling Product Director Starting in 15 minutes Starting in 10 minutes Starting in 5 minutes Starting in 2 minutes Starting now Please join the teleconference call

  2. Agenda • About Portrait Software • Portrait Quadstone • Products • Product Roadmap • Feedback

  3. How to Ask Questions Use Q&A (not Chat please): • Click on the Q&A Panel icon at the bottom-right of your screen: • Type in your question:

  4. Portrait Software • Portrait Software is a UK company • 20 years old, based in Henley-on-Thames • AIM Listed • They specialize in software for customer interaction management • They are profitable and have approximately 150 customers worldwide.

  5. Key Portrait Customers(FY04-05 Portrait License Growth: 197%)

  6. Nationwide Building Society • Business Problem • Largest Building Society in the World - 11 Million members • Insurance, mortgages, savings, current accounts, life assurance, investment products & personal loans • Drive to differentiation - dramatically improve customer service • Siloed customer communication channels • No Single customer view • Solution • An integrated multi-channel CRM solution based on Portrait • 12,000 customer-facing staff in branches and contact centres • Single view of the customer across multiple channels • Flexible processes to handle change • Improved up-sell and cross sell via Intelligent Prompts • Integrated sales, integrated services, single marketing desktop • Benefits • During 2005 • Portrait handled over 7.5 Million customer engagements. • Peak of 33,000 in one day • Delivered 1.5 Million Intelligent prompts • Intelligent Prompt Delivering to bottom line • Up to 40% receive positive response • 15% of all prompts result in a sale • Results running 220% ahead of original estimates • Delivered 12 month ROI “Thanks to Portrait's intelligent prompts, successful prompted conversations are running at double original estimates.” “Nationwide's employees have been impressed with Portrait as it enables them to develop enhanced relationships with customers by treating them as individuals” “We will sell tens of thousands of more products in 2004/5 through Portrait” -- Simon Baines iCRM Director Nationwide Building Society

  7. Partner Case Study – Fiserv CBS: Aperiopowered by Portrait™ “We chose Portrait Foundation as the development tool and run-time environment for our new Aperio application. We went through product training and delivered our first three Aperio product version releases ahead of schedule, and we have recently won our first major Aperio victory in the US. Fantastic results in a very short period of time”John Macaluso, CTO, Fiserv CBS Worldwide

  8. Customer Interaction Leader Point of interaction system Collect data Distribute knowledge Process centric model Interaction management Customer Analytics Leader Data Mining Data Exploration Predictive Analytics Knowledge Management Business application experts Portrait Quadstone Combination Values Merger integrates Customer Intelligence into the Customer Interaction Management system Insight at the point of interaction

  9. Quadstone and Portrait Integration Themes • World’s best customer analytics in every interaction • Make the right decision between sales, service and data gathering • Make best of breed predictive modeling available in all customer interactions • Deploy Quadstone’s unique Uplift Analysis into every customer interaction • Collaborative Intelligence • Broader distribution of decision making: analytical, operational and supervisory • Develop from service process analysis to interaction analysis • Extend integration with information workers core tools • New source of engagement history improves intelligence • “Right-Time” Rules Integration • Packaged real-time offer arbitration based on customer-initiated requests • Individual value based decisions at the point of interaction • Combine interaction context with long-term behavior information

  10. Market View

  11. Destination CRM “Portrait Software/Quadstone is the single visionary company, defined as having a strong vision for the evolution of the industry.” Destination CRM Thursday, January 26, 2006

  12. Gartner Magic Quadrant 1Q2006

  13. Offerings: Collaborative Customer Analytics • Self-Service Analytics • Three-level interface to provide self-service analytics for a wider user community • Predictive Customer Analytics • Complete analytic environment (ETL, visualization, data mining, deployment, collaboration) for power analyst teams • Predictive Customer Analytics: Uplift • Advanced analytic technique for optimized targeting

  14. Product Roadmap

  15. Portrait Quadstone Roadmap • Major Release Schedule: • Self-Service Analytics (aka Profiler) v1.2 – December 2005 • Interaction Optimizer v1.0 – March 2006 • Quadstone System v5.2 – May 2006 • Self-Service Analytics v2.0 – June 2006 • Future Releases: • Self-Service Analytics v2.1 – Q3 2006 • Guided analytics – methodologies merged with collaboration • Self-Service modelling adds to self-service BI • Interaction Optimizer v2.0 – Q4 2006 • Customer Interaction Strategy Management Portal • Insight to Action • Predictive Customer Analytics v5.3 – H1 2007 • Integration and extension of UpliftPlus • Portrait Foundation Integration • Large memory edition – 64-bit

  16. Quadstone System v5.2 Release Summary • Primary theme: deployment • Mixture of new feature/functions and maintenance • Customer delighters • Import and Export of Metadata: preparation reuse • Comparison of Profiles and Audits • Extended Office Integration • Comparison of segments • Small sample Decision Tree improvements • Large flat file support • Focus dependency display • Simplified Profile and Audit Deployment • Improvements to Significance Aggregation • Relaxed field naming requirements • Field Type Simplifications • Improved ‘Import from Query’ UI

  17. Self-Service Analytics • Self-Service BI – Easy, unrestricted and flexible access to customer data for users throughout the company • Web-based interface to the Quadstone analytics data cache – removing the limitations of OLAP • Three levels of interface to all available data • Executive/novice interface – internet search • Manager/self-service interface – web portal • Analyst interface – client-server deep dive visualization & modeling • Opportunity for a new, powerful and flexible solution • Interface that can grow with the user’s skill level • Simpler interface for the wider user community • Power users can deep dive in an unrestricted way

  18. Self Service Analytics Key Features • Flexible, role-based ad-hoc query • Query on any field with any measure and any filter • Granular data available (individual records) • Generate reports, charts, lists • One-click “open in Excel” • Natural language query • Simple executive / occasional-user interface • Scale & performance • Zero-footprint web-based client • Response times in seconds for hundreds of users, millions of records • Minimize change-management and administration vs. cube-based • Collaboration • Results sharing across the enterprise • Tightly integrated with the Collaborative Framework

  19. Self Service Analytics v2.0 Release Summary • Custom measures (arithmetic calculations, table calculations) • Custom segmentations: • User-defined breakdown (boundaries, merge/split) • Parameterised (deciles, equal-range, dates) • Custom label formatting (abbreviations, user-defined) • Timeline queries (automated refresh on data update) • Filters: • Filter creation from visual selection on results • Multiple named filters • Ad-hoc date filters (with calendar selector) • Results: • Line charts; nested tables; composite profiles (time analysis) • Layout preview • Simplified record view interface (lists)

  20. Interaction Optimizer

  21. ? Fulfilment Processes Customer Analytics Sales through service Service & Support Channels/Products Interaction Optimizer Customer Analytics

  22. Portrait Foundation Lead management etc Lead management Process driven Workflow/ Case management Portrait QuadstonePredictive Analytics Portrait InteractionOptimizer Combine & re-evaluate analytical, strategic and delivery rules at interaction to deliver most relevant and profitable offer or service. Highly visual Accessible to business Collaboration across the business Derived models Value based propensity Portrait Foundation Customer Interaction Delivery Single customer view Multi-channel Managed & unmanaged Interaction Optimizer

  23. Portrait Interaction Optimizer EngagementModeller IO ConsoleManagement & Reporting Analytical Input Interaction Processes Delivery of prompts Process flow Data capture Host integration Rules Flow Server Arbitrate action based on Real time scores Delivery rules Strategy rules Real Time Scoring Engine High throughput Analytical models Re-evaluate at start and throughoutinteraction as data changes Deliver value based decisions Portrait Foundation Lead management etc Lead management Process driven Workflow/ Case management Portrait QuadstonePredictive Analytics Portrait InteractionOptimizer Combine & re-evaluate analytical, strategic and delivery rules at interaction to deliver most relevant and profitable offer or service. Highly visual Accessible to business Collaboration across the business Derived models Value based propensity Portrait Foundation Customer Interaction Delivery Single customer view Multi-channel Managed & unmanaged Interaction Optimizer Portrait InteractionOptimizer

  24. Any Questions?

  25. After the Webinar • These slides, audio, and video recordings of this webinar will be available via www.quadstone.com/training/webinars/ • Any problems or questions, please contact support@quadstone.com

  26. Proposed Future Webinars and Other Dates • Introducing Self-Service Analytics March 22nd, 23rd • Getting Started with the Quadstone System April • What's new in the Quadstone System 5.2 May • The Wonders of Field Derivation Language (FDL) Jun See www.quadstone.com/training/webinars/ To Be Announced: • US User Group May • European User Group Autumn

  27. www.portraitsoftware.com