Delivering on your SLA (service level agreement) promise across all communication channels and work items can be a complicated task. Many customer experience solutions rely on multiple vendors and as a result do not offer a single, real-time view of activity and information across all channels and systems. At the same time, many contact center operations still analyze their performance based on ACD reports that hides statistical variances needed to identify differences in employee performance.
Customer experience management is more important than ever to today’s contact centers, and the growing number and variety of channels into the contact center mean that experience is often more than just a phone call. Voice-centric Key Performance Indicators (KPIs) are no longer sufficient to analyze contact center performance. While traditional KPIs still have a place in today’s contact centers and ultimately affect customer experience, organizations must also use new KPIs to measure success in the omnichannel contact center.
With the assistance of valuable analytics tools like speech analytics and predictive analytics, managers can evaluate an entire customer journey. According to the Dimension Data 2016 Global Contact Center Benchmarking report, 71.5% say analytics enables better agent performance and 52.1% agree analytics will help improve customer journeys but 79.4% have no big data capability. Personalization enabled by analytics is voted top trend that will change the industry in the next five years to improve Customer Experience.
Customer Experience Solutions Reporting and Analytics Across The Entire Customer Journey
Genesys provides a complete set of reporting and advanced analytics capabilities to manage your customer experience solutions, helping you increase employee performance and deliver consistent omnichannel customer experiences across their journeys. Real-time statistics are also delivered for intraday management that will help you optimize your workforce performance and operations.
Intuitive Dashboards and Informative Reports
Using intuitive and configurable real-time dashboards, you can generate meaningful and visually informative reports that drive improvements in employee efficiency and customer satisfaction.
Monitor Your Omnichannel Service Levels to Deliver Consistent Customer Experiences and Increase the Efficiency of Your Omnichannel Workforce
Businesses around the world are typically unprepared for the management of real-time multi-site, omnichannel contact center operations. Voice-only reporting systems already frustrate managers looking to maintain consistent customer service across multiple operations while also keeping costs in check. A typical omnichannel and multi-operational environment produces a range of overlapping reports that rarely contain the depth of business insight that managers need to understand if current operations are to align with business goals.
Genesys improves your real-time contact center and resource management by bringing information together, providing coherent and useful answers, and empowering users to take action. Consolidating and correlating events within seconds from disparate media channels and data sources, Genesys identifies the root cause of events, and enables immediate action to improve operations. It then allows you to study actions taken for later review — all within a business-centric understanding of real-time events.
Delivering operation-wide visibility and action management through a web-based application, Genesys draws upon customer interaction data and displays performance metrics from a variety of sources, including revenue, units and customer satisfaction. Real-time monitoring enables your operational staff to control their service level objectives, make timely and informed decisions and deliver a consistent, omnichannel customer experience.
Manage System Health to Guarantee Maximum Uptime and Meet IT Compliance Requirements
Legacy telephony architectures require local, specialized resources to ensure the health and uptime of contact centers. However, a lack of consolidated logging and reporting capabilities make fault diagnosis and rapid recovery of system failures time-consuming and resource-intensive.
All of which means that your IT department has to waste time consolidating data from disparate systems and third-party applications. And, in many multi-site deployment scenarios, this data only provides visibility into system silos and not the entire enterprise architecture.
Built-in IT management capabilities help you maximize uptime and lower cost of ownership by identifying and resolving conditions critical to the business continuity of your contact center operation.
Monitor and Tune your Customers’ Journeys in Real Time to Gain Full Visibility into Performance, Trending and Compliance
The Journey Dashboard provides real-time, aggregate visibility into customer journeys across all relevant channel interactions to monitor journey progress, uncover trends, identify root causes for problems, and optimize customer engagement orchestration.
Using intuitive and configurable real-time dashboards, managers can tailor the display widgets for each journey to generate meaningful and visually insightful reports.
You can readily set alert thresholds on the displays to call out when a journey or event metric is out of compliance or the expected range to trigger a review and corrective action.