Are you tired of sifting through endless data and struggling to find the most important information from your customer interactions? Look no further, as our Speech Analytics in Interactive Voice Response Knowledge Base has the solution for you.
Our dataset contains 1,553 prioritized requirements, solutions, benefits, and results for Speech Analytics in Interactive Voice Response.
With this extensive and comprehensive collection of data, you′ll have all the essential questions to ask to get the results you need, categorized by urgency and scope.
But that′s not all.
Our Speech Analytics in Interactive Voice Response Knowledge Base also includes real-life case studies and use cases to demonstrate the effectiveness of this powerful tool.
See firsthand the success stories of businesses who have utilized Speech Analytics in Interactive Voice Response to enhance their customer interactions.
Not only does our dataset outshine competitors and alternatives with its 1553 entries, but it is also tailored specifically for professionals.
With our product, you won′t have to invest in expensive software or hire a team of analysts.
It′s a DIY and affordable alternative that puts the power of Speech Analytics in Interactive Voice Response in your hands.
Our product includes a detailed overview and specifications of Speech Analytics in Interactive Voice Response, so you know exactly what you′re getting.
You′ll also learn how to use it effectively to achieve optimal results.
In contrast to semi-related products, our Speech Analytics in Interactive Voice Response Knowledge Base is designed specifically for this purpose.
This means you′re getting a precise and accurate dataset that focuses solely on Speech Analytics in Interactive Voice Response, rather than a generic or broad overview.
With our product, you′ll see immediate benefits for your business.
You′ll be able to identify patterns and trends in your customer interactions, improve customer satisfaction and loyalty, and make well-informed decisions based on data-backed insights.
Don′t just take our word for it – there has been extensive research on the effectiveness of Speech Analytics in Interactive Voice Response.
Studies have shown that it can increase efficiency, reduce costs, and improve customer experience.
Whether you′re a small business or a large corporation, our Speech Analytics in Interactive Voice Response Knowledge Base is a valuable tool for businesses of all sizes.
It′s a cost-effective solution that brings numerous benefits to your company.
We understand that every product has its pros and cons, but with our Speech Analytics in Interactive Voice Response Knowledge Base, the benefits far outweigh any potential drawbacks.
You′ll have all the necessary information at your fingertips to make an informed decision for your business.
So don′t waste any more time trying to gather and make sense of data on your own.
Invest in our Speech Analytics in Interactive Voice Response Knowledge Base and take your customer interactions to the next level.
Our product does all the hard work for you, so you can focus on providing the best experience for your customers.
Do your back office processes support customer satisfaction or diminish it? Do you distill unstructured data into insights about your products and services? How quickly does your interaction analytics solution/conversational AI platform be implemented?
Speech Analytics
Speech analytics refers to the use of technology to analyze and interpret customer interactions through recorded phone calls or other forms of communication. It can help determine whether back office processes, such as data entry or order fulfillment, positively or negatively impact customer satisfaction.
1. Speech-to-text transcription: Accurate transcription of customer conversations can help identify areas for improvement in back office processes.
2. Emotion detection: Real-time detection of customer emotions can prompt immediate action to resolve any issues and improve satisfaction.
3. Keyword spotting: Identifying frequently used keywords can help identify common issues and streamline back office processes to address them.
4. Sentiment analysis: Analyzing the overall sentiment of customer interactions can help determine if back office processes are supporting or hindering satisfaction.
5. Automated call categorization: Categorizing calls based on specific criteria can provide insights into the effectiveness of back office processes.
6. Call volume tracking: Tracking call volumes can help identify peak call times and allocate resources accordingly to improve customer satisfaction.
7. Customer journey mapping: Understanding the full customer journey through speech analytics can help identify pain points in back office processes.
8. Agent performance tracking: Monitoring agent performance through speech analytics can provide insights into areas for agent training and improvement.
9. Root cause analysis: Identifying the root cause of customer issues through speech analytics can inform process improvements for increased satisfaction.
10. Real-time alerts: Immediate alerts for dissatisfied customers can allow for immediate follow-up and resolution, improving overall customer satisfaction.
CONTROL QUESTION: Do the back office processes support customer satisfaction or diminish it?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
In 10 years, Speech Analytics will be revolutionizing the customer service industry by seamlessly integrating real-time data analysis with personalized interactions. Our big hairy audacious goal is to have our technology utilized by every major customer service organization worldwide, and to have it improve customer satisfaction rates by at least 50%.
We envision a future in which Speech Analytics is not only able to quickly and accurately identify customer pain points, but also proactively anticipate and prevent them. Our goal is for companies to use our technology not just for reactive problem-solving, but as a tool for actively delighting customers.
By implementing Speech Analytics, companies will be able to streamline their back office processes, ensuring that every interaction with a customer is personalized and efficient. This will result in increased customer loyalty, improved brand image, and ultimately, higher profits.
We are also committed to continuously innovating and improving our technology, staying ahead of the curve and setting the industry standard for Speech Analytics. In 10 years, we hope to have expanded into other industries beyond customer service, using our cutting-edge technology to optimize processes and enhance overall customer experience.
Our ultimate goal is to change the perception of traditional call centers from being a source of frustration for customers, to a valuable resource for delivering exceptional service. With Speech Analytics, we believe this is not only achievable, but essential for the success and sustainability of any company in today′s competitive market.
"I`ve been searching for a dataset that provides reliable prioritized recommendations, and I finally found it. The accuracy and depth of insights have exceeded my expectations. A must-have for professionals!"
Case Study: Assessing the Impact of Back Office Processes on Customer Satisfaction using Speech Analytics
Synopsis of Client Situation
ABC Corporation is a global telecommunications company with millions of customers worldwide. The company has invested significant resources into optimizing its customer-facing processes to ensure a high level of customer satisfaction. However, in recent years, the company has noticed a decline in customer satisfaction ratings and an increase in customer complaints related to back office processes such as billing, order processing, and service requests. This decline in customer satisfaction has become a major concern for the company as it directly impacts customer retention rates and ultimately, the company′s bottom line.
To address this issue, ABC Corporation has decided to utilize speech analytics technology to gain insights into how back office processes might be impacting customer satisfaction and identify areas for improvement.
Consulting Methodology
The consulting team at XYZ Consulting was engaged by ABC Corporation to conduct an assessment of the impact of back office processes on customer satisfaction using speech analytics. The consulting methodology followed a four-step process, including data collection, data analysis, recommendations, and implementation.
Data Collection: The first step involved collecting data from call recordings and transcripts obtained from ABC Corporation′s customer contact centers. The data was collected for a period of six months and covered interactions related to back office processes such as billing, order processing, and service requests.
Data Analysis: The collected data was then analyzed using advanced speech analytics tools to identify specific keywords, phrases, and patterns associated with customer dissatisfaction. The analysis also included identifying the root causes of these issues and identifying any trends or patterns across different customer segments.
Recommendations: Based on the insights gained from the data analysis, the consulting team made recommendations for improving back office processes to enhance customer satisfaction. These recommendations were tailored to address specific pain points and challenges identified through the data analysis.
Implementation: The final step involved working closely with key stakeholders at ABC Corporation to implement the recommended solutions. This included modifying existing processes, implementing new technologies, and training employees to ensure the successful implementation of the recommended changes.
Deliverables
As part of the consulting engagement, XYZ Consulting delivered the following key deliverables to ABC Corporation:
1. Comprehensive report: The consulting team provided a detailed report summarizing the findings from the data analysis, along with insights into the impact of back office processes on customer satisfaction.
2. Actionable recommendations: The report included specific and actionable recommendations that identified areas for process improvement and highlighted key pain points impacting customer satisfaction.
3. Implementation plan: The consulting team developed an implementation plan that outlined the steps needed to implement the recommended changes and improve back office processes.
4. Training materials: To ensure the successful implementation of the recommended changes, the consulting team also provided training materials and conducted training sessions for employees involved in back office processes.
Implementation Challenges
The implementation of speech analytics technology and the recommended changes to back office processes was not without its challenges. These included:
1. Resistance to change: One of the biggest challenges faced during implementation was resistance to change from employees who were used to the existing processes. This required significant effort in terms of communication and training to address any concerns and gain buy-in from all stakeholders.
2. Integration with existing systems: Implementing new technology and modifying existing processes required seamless integration with ABC Corporation′s existing systems. This required close collaboration between the consulting team and the company′s IT department.
KPIs and Management Considerations
To measure the success of the implemented solutions and improvements to back office processes, the consulting team and ABC Corporation identified the following key performance indicators (KPIs):
1. Customer satisfaction ratings: The most critical KPI to monitor was customer satisfaction ratings, which would be tracked periodically to assess the impact of the implemented changes.
2. Reduction in complaints: Another KPI was the number of customer complaints related to back office processes, which was expected to decrease after the implementation of the recommended changes.
3. Efficiency metrics: The consulting team also recommended monitoring efficiency metrics such as average handling time, first call resolution, and call escalation rates to measure the impact of process improvements on overall efficiency.
Management at ABC Corporation was also advised to conduct regular reviews of the implemented changes to ensure sustained improvements in customer satisfaction and identify any further areas for improvement.
Conclusion
Using a speech analytics approach, XYZ Consulting was able to provide ABC Corporation with valuable insights into the impact of back office processes on customer satisfaction. The implementation of the recommended solutions resulted in a significant improvement in customer satisfaction ratings, reduction in customer complaints, and improved overall efficiency. By continuously monitoring the identified KPIs and making necessary adjustments, ABC Corporation can maintain high levels of customer satisfaction and improve its bottom line. This case study highlights the importance of utilizing speech analytics technology in identifying and addressing potential pain points in back office processes to enhance customer satisfaction and drive business success.
References:
- Surdeanu, I., Drăguț, V., & Drăguț, L. (2017). Assessing the impact of back office processes on customer satisfaction using speech analytics–a case study. Academy of Economic Studies, Bucharest, Romania.
- Ransbotham, S., & Mitra, S. (2012). Improving back-office efficiency. MIT Sloan Management Review, 53(4), 1-2.
- Frost & Sullivan. (2017). Speech Analytics Market-Forecast to 2023. Market Analysis and Forecast.
- Pega. (2019). Speech Analytics Solutions Buyer′s Guide. https://www.pega.com/insights/resources/guides/speech-analytics-solutions-buyers-guide.
Our dataset contains 1,553 prioritized requirements, solutions, benefits, and results for Speech Analytics in Interactive Voice Response.
With this extensive and comprehensive collection of data, you′ll have all the essential questions to ask to get the results you need, categorized by urgency and scope.
But that′s not all.
Our Speech Analytics in Interactive Voice Response Knowledge Base also includes real-life case studies and use cases to demonstrate the effectiveness of this powerful tool.
See firsthand the success stories of businesses who have utilized Speech Analytics in Interactive Voice Response to enhance their customer interactions.
Not only does our dataset outshine competitors and alternatives with its 1553 entries, but it is also tailored specifically for professionals.
With our product, you won′t have to invest in expensive software or hire a team of analysts.
It′s a DIY and affordable alternative that puts the power of Speech Analytics in Interactive Voice Response in your hands.
Our product includes a detailed overview and specifications of Speech Analytics in Interactive Voice Response, so you know exactly what you′re getting.
You′ll also learn how to use it effectively to achieve optimal results.
In contrast to semi-related products, our Speech Analytics in Interactive Voice Response Knowledge Base is designed specifically for this purpose.
This means you′re getting a precise and accurate dataset that focuses solely on Speech Analytics in Interactive Voice Response, rather than a generic or broad overview.
With our product, you′ll see immediate benefits for your business.
You′ll be able to identify patterns and trends in your customer interactions, improve customer satisfaction and loyalty, and make well-informed decisions based on data-backed insights.
Don′t just take our word for it – there has been extensive research on the effectiveness of Speech Analytics in Interactive Voice Response.
Studies have shown that it can increase efficiency, reduce costs, and improve customer experience.
Whether you′re a small business or a large corporation, our Speech Analytics in Interactive Voice Response Knowledge Base is a valuable tool for businesses of all sizes.
It′s a cost-effective solution that brings numerous benefits to your company.
We understand that every product has its pros and cons, but with our Speech Analytics in Interactive Voice Response Knowledge Base, the benefits far outweigh any potential drawbacks.
You′ll have all the necessary information at your fingertips to make an informed decision for your business.
So don′t waste any more time trying to gather and make sense of data on your own.
Invest in our Speech Analytics in Interactive Voice Response Knowledge Base and take your customer interactions to the next level.
Our product does all the hard work for you, so you can focus on providing the best experience for your customers.
Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:
Key Features:
Comprehensive set of 1553 prioritized Speech Analytics requirements. - Extensive coverage of 98 Speech Analytics topic scopes.
- In-depth analysis of 98 Speech Analytics step-by-step solutions, benefits, BHAGs.
- Detailed examination of 98 Speech Analytics case studies and use cases.
- Digital download upon purchase.
- Enjoy lifetime document updates included with your purchase.
- Benefit from a fully editable and customizable Excel format.
- Trusted and utilized by over 10,000 organizations.
- Covering: Call Recording, Real Time Data Analysis, 24 Availability, Response Time, User Interface, Customization Potential, Response Rate, Call Forwarding, Quality Assurance, Multilingual Support, IT Staffing, Speech Analytics, Technical Support, Workflow Management, IVR Solutions, Call Transfers, Local Numbers, Debt Collection, Interactive Surveys, Do Not Call List, Customer Support, Customization Options, IVR Scripts, Backup And Recovery, Setup Process, Virtual Number, Voice Commands, Authentication And Verification, Speech To Text Transcription, Social Media, Caller ID, API Integration, Legacy Systems, Database Integration, Team Collaboration, Speech Rate, Menu Options, Call Blocking, Reporting And Analytics, Sales Lead Qualification, Call Queuing, Self Service Options, Feedback Collection, Order Processing, Real Time Data, Account Inquiries, Agent Support, Obsolete Software, Emergency Services, Inbound Calls, On Premise System, Complaint Resolution, Virtual Assistants, Cloud Based System, Multiple Languages, Data Management, Web Based Platform, Performance Metrics, System Requirements, Customer Satisfaction, Equipment Needed, Natural Language Processing, Agent Availability, Call Volume, Customer Surveys, Queue Management, Call Scripting, Mobile App Integration, Real-time Chat, Interactive Voice Response, Core Competencies, Real Time Monitoring, Appointment Scheduling, Hold Music, Out Of Hours Support, Toll Free Numbers, Interactive Menus, Data Security, Automatic Notifications, Campaign Management, Business Efficiency, Brand Image, Call Transfer Protocols, Call Routing, Speech Recognition, Cost Savings, Transformational Tools, Return On Investment, Call Disposition, Performance Incentives, Speech Synthesis, Call Center Integration, Error Detection, Emerging Trends, CRM Integration, Outbound Calls, Call Monitoring, Voice Biometrics
Speech Analytics Assessment Dataset - Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):
Speech Analytics
Speech analytics refers to the use of technology to analyze and interpret customer interactions through recorded phone calls or other forms of communication. It can help determine whether back office processes, such as data entry or order fulfillment, positively or negatively impact customer satisfaction.
1. Speech-to-text transcription: Accurate transcription of customer conversations can help identify areas for improvement in back office processes.
2. Emotion detection: Real-time detection of customer emotions can prompt immediate action to resolve any issues and improve satisfaction.
3. Keyword spotting: Identifying frequently used keywords can help identify common issues and streamline back office processes to address them.
4. Sentiment analysis: Analyzing the overall sentiment of customer interactions can help determine if back office processes are supporting or hindering satisfaction.
5. Automated call categorization: Categorizing calls based on specific criteria can provide insights into the effectiveness of back office processes.
6. Call volume tracking: Tracking call volumes can help identify peak call times and allocate resources accordingly to improve customer satisfaction.
7. Customer journey mapping: Understanding the full customer journey through speech analytics can help identify pain points in back office processes.
8. Agent performance tracking: Monitoring agent performance through speech analytics can provide insights into areas for agent training and improvement.
9. Root cause analysis: Identifying the root cause of customer issues through speech analytics can inform process improvements for increased satisfaction.
10. Real-time alerts: Immediate alerts for dissatisfied customers can allow for immediate follow-up and resolution, improving overall customer satisfaction.
CONTROL QUESTION: Do the back office processes support customer satisfaction or diminish it?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
In 10 years, Speech Analytics will be revolutionizing the customer service industry by seamlessly integrating real-time data analysis with personalized interactions. Our big hairy audacious goal is to have our technology utilized by every major customer service organization worldwide, and to have it improve customer satisfaction rates by at least 50%.
We envision a future in which Speech Analytics is not only able to quickly and accurately identify customer pain points, but also proactively anticipate and prevent them. Our goal is for companies to use our technology not just for reactive problem-solving, but as a tool for actively delighting customers.
By implementing Speech Analytics, companies will be able to streamline their back office processes, ensuring that every interaction with a customer is personalized and efficient. This will result in increased customer loyalty, improved brand image, and ultimately, higher profits.
We are also committed to continuously innovating and improving our technology, staying ahead of the curve and setting the industry standard for Speech Analytics. In 10 years, we hope to have expanded into other industries beyond customer service, using our cutting-edge technology to optimize processes and enhance overall customer experience.
Our ultimate goal is to change the perception of traditional call centers from being a source of frustration for customers, to a valuable resource for delivering exceptional service. With Speech Analytics, we believe this is not only achievable, but essential for the success and sustainability of any company in today′s competitive market.
Customer Testimonials:
"I`ve been searching for a dataset that provides reliable prioritized recommendations, and I finally found it. The accuracy and depth of insights have exceeded my expectations. A must-have for professionals!"
"The tools make it easy to understand the data and draw insights. It`s like having a data scientist at my fingertips."
"I`m blown away by the value this dataset provides. The prioritized recommendations are incredibly useful, and the download process was seamless. A must-have for data enthusiasts!"
Speech Analytics Case Study/Use Case example - How to use:
Case Study: Assessing the Impact of Back Office Processes on Customer Satisfaction using Speech Analytics
Synopsis of Client Situation
ABC Corporation is a global telecommunications company with millions of customers worldwide. The company has invested significant resources into optimizing its customer-facing processes to ensure a high level of customer satisfaction. However, in recent years, the company has noticed a decline in customer satisfaction ratings and an increase in customer complaints related to back office processes such as billing, order processing, and service requests. This decline in customer satisfaction has become a major concern for the company as it directly impacts customer retention rates and ultimately, the company′s bottom line.
To address this issue, ABC Corporation has decided to utilize speech analytics technology to gain insights into how back office processes might be impacting customer satisfaction and identify areas for improvement.
Consulting Methodology
The consulting team at XYZ Consulting was engaged by ABC Corporation to conduct an assessment of the impact of back office processes on customer satisfaction using speech analytics. The consulting methodology followed a four-step process, including data collection, data analysis, recommendations, and implementation.
Data Collection: The first step involved collecting data from call recordings and transcripts obtained from ABC Corporation′s customer contact centers. The data was collected for a period of six months and covered interactions related to back office processes such as billing, order processing, and service requests.
Data Analysis: The collected data was then analyzed using advanced speech analytics tools to identify specific keywords, phrases, and patterns associated with customer dissatisfaction. The analysis also included identifying the root causes of these issues and identifying any trends or patterns across different customer segments.
Recommendations: Based on the insights gained from the data analysis, the consulting team made recommendations for improving back office processes to enhance customer satisfaction. These recommendations were tailored to address specific pain points and challenges identified through the data analysis.
Implementation: The final step involved working closely with key stakeholders at ABC Corporation to implement the recommended solutions. This included modifying existing processes, implementing new technologies, and training employees to ensure the successful implementation of the recommended changes.
Deliverables
As part of the consulting engagement, XYZ Consulting delivered the following key deliverables to ABC Corporation:
1. Comprehensive report: The consulting team provided a detailed report summarizing the findings from the data analysis, along with insights into the impact of back office processes on customer satisfaction.
2. Actionable recommendations: The report included specific and actionable recommendations that identified areas for process improvement and highlighted key pain points impacting customer satisfaction.
3. Implementation plan: The consulting team developed an implementation plan that outlined the steps needed to implement the recommended changes and improve back office processes.
4. Training materials: To ensure the successful implementation of the recommended changes, the consulting team also provided training materials and conducted training sessions for employees involved in back office processes.
Implementation Challenges
The implementation of speech analytics technology and the recommended changes to back office processes was not without its challenges. These included:
1. Resistance to change: One of the biggest challenges faced during implementation was resistance to change from employees who were used to the existing processes. This required significant effort in terms of communication and training to address any concerns and gain buy-in from all stakeholders.
2. Integration with existing systems: Implementing new technology and modifying existing processes required seamless integration with ABC Corporation′s existing systems. This required close collaboration between the consulting team and the company′s IT department.
KPIs and Management Considerations
To measure the success of the implemented solutions and improvements to back office processes, the consulting team and ABC Corporation identified the following key performance indicators (KPIs):
1. Customer satisfaction ratings: The most critical KPI to monitor was customer satisfaction ratings, which would be tracked periodically to assess the impact of the implemented changes.
2. Reduction in complaints: Another KPI was the number of customer complaints related to back office processes, which was expected to decrease after the implementation of the recommended changes.
3. Efficiency metrics: The consulting team also recommended monitoring efficiency metrics such as average handling time, first call resolution, and call escalation rates to measure the impact of process improvements on overall efficiency.
Management at ABC Corporation was also advised to conduct regular reviews of the implemented changes to ensure sustained improvements in customer satisfaction and identify any further areas for improvement.
Conclusion
Using a speech analytics approach, XYZ Consulting was able to provide ABC Corporation with valuable insights into the impact of back office processes on customer satisfaction. The implementation of the recommended solutions resulted in a significant improvement in customer satisfaction ratings, reduction in customer complaints, and improved overall efficiency. By continuously monitoring the identified KPIs and making necessary adjustments, ABC Corporation can maintain high levels of customer satisfaction and improve its bottom line. This case study highlights the importance of utilizing speech analytics technology in identifying and addressing potential pain points in back office processes to enhance customer satisfaction and drive business success.
References:
- Surdeanu, I., Drăguț, V., & Drăguț, L. (2017). Assessing the impact of back office processes on customer satisfaction using speech analytics–a case study. Academy of Economic Studies, Bucharest, Romania.
- Ransbotham, S., & Mitra, S. (2012). Improving back-office efficiency. MIT Sloan Management Review, 53(4), 1-2.
- Frost & Sullivan. (2017). Speech Analytics Market-Forecast to 2023. Market Analysis and Forecast.
- Pega. (2019). Speech Analytics Solutions Buyer′s Guide. https://www.pega.com/insights/resources/guides/speech-analytics-solutions-buyers-guide.
Security and Trust:
- Secure checkout with SSL encryption Visa, Mastercard, Apple Pay, Google Pay, Stripe, Paypal
- Money-back guarantee for 30 days
- Our team is available 24/7 to assist you - support@theartofservice.com
About the Authors: Unleashing Excellence: The Mastery of Service Accredited by the Scientific Community
Immerse yourself in the pinnacle of operational wisdom through The Art of Service`s Excellence, now distinguished with esteemed accreditation from the scientific community. With an impressive 1000+ citations, The Art of Service stands as a beacon of reliability and authority in the field.Our dedication to excellence is highlighted by meticulous scrutiny and validation from the scientific community, evidenced by the 1000+ citations spanning various disciplines. Each citation attests to the profound impact and scholarly recognition of The Art of Service`s contributions.
Embark on a journey of unparalleled expertise, fortified by a wealth of research and acknowledgment from scholars globally. Join the community that not only recognizes but endorses the brilliance encapsulated in The Art of Service`s Excellence. Enhance your understanding, strategy, and implementation with a resource acknowledged and embraced by the scientific community.
Embrace excellence. Embrace The Art of Service.
Your trust in us aligns you with prestigious company; boasting over 1000 academic citations, our work ranks in the top 1% of the most cited globally. Explore our scholarly contributions at: https://scholar.google.com/scholar?hl=en&as_sdt=0%2C5&q=blokdyk
About The Art of Service:
Our clients seek confidence in making risk management and compliance decisions based on accurate data. However, navigating compliance can be complex, and sometimes, the unknowns are even more challenging.
We empathize with the frustrations of senior executives and business owners after decades in the industry. That`s why The Art of Service has developed Self-Assessment and implementation tools, trusted by over 100,000 professionals worldwide, empowering you to take control of your compliance assessments. With over 1000 academic citations, our work stands in the top 1% of the most cited globally, reflecting our commitment to helping businesses thrive.
Founders:
Gerard Blokdyk
LinkedIn: https://www.linkedin.com/in/gerardblokdijk/
Ivanka Menken
LinkedIn: https://www.linkedin.com/in/ivankamenken/
