Use analytics insights to ensure a consistent customer experience
Effectively managing your contact centre performance begins with easy and timely access to relevant information. Although the typical omnichannel environment can produce a range of overlapping reports, it rarely delivers the depth of information you need to align business operations with business goals.
Gain a holistic view of customer journeys to better meet service levels and exceed your customers’ expectations. Leverage call centre reporting software that’s focused on delivering information your business can use to align employee engagement, optimise operations and facilitate a consistent customer experience.
Plan for the future with predictive analytics
The usefulness of customer data doesn’t stop when an issue is resolved. When predictive analytics is integrated with your contact centre platform, you can leverage historical data and business intelligence to recognise trends and plan for future scenarios. Analytics enable you to:
Anticipate future issues and contact requests
Train your agents so they’re ready to resolve any problem they might encounter
Plan for fluctuations in contact requests and plan your staffing accordingly
Real-time interaction and team monitoring
Use real-time interaction data and performance metrics to improve your customer experience. Leverage a 360-degree view of interactions as they happen to improve decision making. Instantly consolidating and correlating information from all channels and departments lets you deliver great customer experiences.
Give your call centre supervisors the tools they need to analyse agent handle times and resolution rates, as well as the number of calls it takes to pinpoint and troubleshoot problem areas quickly. Craft a comprehensive view of the customer journey to streamline and optimise each interaction.
Reporting made simple
Get the insights you need without relying on IT. Use your own reporting parameters to get actionable insights into contact centre operations that are delivered in graphical dashboards. Acquire insights into customer satisfaction and workforce performance. Identify sticking points for agents and provide opportunities for targeted training to improve overall productivity.
Analytics for marketing and sales
They speak, you act—better understand your customers
The more information you have about your customer journeys, the better equipped your sales and marketing teams are to create great experiences. With speech analytics built into your customer engagement platform, you have seamless access to a wealth of information.
Enable the transcription of voice interactions. Search for keywords and phrases. And automatically detect changes in how often certain words and phrases occur over time. This allows you to unlock and act on valuable insights into call outcomes. Analyse call recordings to improve conversion rates and attribution. And use data to pinpoint exactly what your customers want, where it makes sense to involve a rep, and to ensure world-class customer experiences with each interaction.
Turn your website into your best sales rep
Get a tool that provides online conversion assistance. Invite your website users to engage with a sales rep based on their online journey or knowledge search.
Personalise the customer journey
Personalise interactions with online journey context. Reduce customer frustration and abandonment by eliminating the need to change channels. Improve online journey designs by understanding why customers need assistance.
Resolve problems and convert sales
Increase sales conversions by proactively offering assistance to resolve purchasing problems. Increase conversion rates by empowering sales reps with greater insights into the digital journey.
Increase sales-rep efficiency by providing contextual customer and online journey information. Use better attribution to gain deeper insights into online customer journeys that also extend offline.
Omnichannel engagement ignites conversions
By engaging and keeping track of website users across multiple channels, you gain valuable insight, increase sales conversions and improve your customer experience. Leverage analytics data to:
Improve customer experience by enabling seamless and intuitive engagement across multiple channels
Increase return on marketing spend through higher contact and response rates as well as better attribution across multiple channels
Improve marketing effectiveness and more easily obtain deeper insights into campaigns that span multiple channels
Plan ahead with predictive analytics
Make customer data work for you. When integrated with your customer engagement platform, predictive analytics lets you leverage historical data and business intelligence to recognise trends and plan for the future. Predictive analytics allow you to:
Train your reps so they’re ready to resolve any problems
Gain a comprehensive view of your workforce and identify which reps are ready to help close
Route customers to the best rep—every time
Interaction analytics makes every moment count
Interaction analytics simplifies data analysis to provide actionable insights into customer interactions. To provide maximum flexibility, you can connect to and then analyse call recordings from any platform. Additionally, if your company operates with different recording products, you can collect data from all those systems—protecting your investment if you choose to change recording vendors in the future. Plan for the future with a system that calculates, correlates and predicts KPIs with precise measurements to enable effective decision-making.
Turn data into insights
The robust analytics tools in the all-in-one PureConnect™ platform give you a holistic view of customer interactions, as well as insights into call volume, response time and your other KPIs. Stop spending time in spreadsheets, trying to bring order to the chaos of disparate data from multiple systems. The PureConnect platform gives you the information you need to make informed decisions for the future of your business.
Get real-time dashboards to keep you on track
Gain a comprehensive overview of your contact centre activity with real-time dashboards and live data in the PureConnect platform. Enable ongoing visibility into contact centre performance and customer feedback. With options to customise your views, the most relevant information is always at your fingertips.
Assess average wait and call times and make on-the-spot adjustments, when needed.
Leverage insights into your entire operation and use that information to optimise resources.
Gain a holistic view of your contact centre operations to maximise processes and ensure world-class customer experiences.
Learn from the past with historical reporting
Examine the past
Understand your business better with historical reports that extend across voice and digital channels. Use out-of-the-box reporting to see whether your team is meeting its KPIs. Run time-bound reports to obtain detailed user statistics, queue wrap-up summaries, abandon rates and more.
Plan for the future
Track historical peaks and valleys in call volume and handle time to plan for the years ahead. Ensure you have coverage during times when business picks up and make sure you’re not over-staffed during slow periods. Properly allocating resources positively affects the customer experience—and your bottom line.
Dig into interactions
Examine customer interactions using multiple channels—voice, email, chat and direct customer feedback via social media sources—to accurately analyse each interaction for critical business topics, events and customer sentiments. Precisely and completely “listen” for all topics that customers and contact centre agents discuss to identify and categorise exactly what took place within each interaction.
Web-based dashboards enable ongoing visibility into contact centre performance and customer feedback.
Calculate, correlate and predict KPIs with direct, precise measurements to enable effective decision-making.
Extract interaction-related data from external applications and link with the respective interaction in the PureConnect platform to create a consolidated source of interaction data.
Customise reports for individuals and teams
Create targeted and informational reports necessary to different teams within your company. For IT or sales, reports in the PureConnect platform leverage data to demonstrate contact centre performance.
Help contact centre agents understand their daily performance with a centralised and personal view of metrics, evaluations and schedules.
Identify and understand which campaigns are most effective with prospects and customers. Improve customer engagement and conversion rates by understanding what makes a campaign successful.
Keep critical data at the forefront in Queues Activity dashboards. Dig deeper to get real-time insights on agent activities within a specific queue.
Give employees actionable insights with consistent reporting and analytics
It’s time to realign tools or invest in new technologies and business models that effectively engage digital-savvy customers at every touchpoint in the omnichannel customer journey. Genesys Analytics tools within the PureEngage™ platform give your company the power to make informed decisions. Improve customer experiences and drive employee and organisational efficiency through actionable business insights into the customer journey. And do all this while empowering your employees to spearhead excellent customer experience.
Customer actions speak volumes
The customer journey tells you more about your business than you realise. If you don’t have the tools to effectively listen, you miss out on valuable insights. Siloed data, missing context and broken journeys are a serious detriment to customer experience.
Make omnichannel work for your customers and your business. The PureEngage platform brings data together to measure and monitor performance across channels. It also enables you to analyse performance against business KPIs and across channels. Gain the necessary context behind your customer journeys.
Glean insights from context and data across channels.
Provide integration across channels.
Optimise processes based on business KPIs.
Unite your team
Bottlenecks and miscommunication cost you time and money. Help your teams share information to maintain customer loyalty and attract new business by gathering all data in a centralised system. Instantly consolidate and correlate information from all channels and departments to improve cross-selling and up-selling efforts and ensure that agents can access all customer information. Use real-time interaction data and performance metrics to pinpoint issues as they happen and correct them quickly. Achieve cost savings with increased productivity and higher first contact resolution.
Map your journey moments
Each step of the customer journey is significant. Organisations who can’t monitor and analyse effectively across systems and channels are in danger of losing touch with customer sentiment. It’s not enough to eventually reach a resolution; you need to optimise each moment for peak customer experience. As your data grows, this becomes a challenge. Leverage a 360-degree view into interactions as they happen to make timely and informed decisions for your contact centre and improve your mapping of customer journeys.
The power of simple, intuitive dashboards
The PureEngage platform is replete with the powerful tools of Genesys interaction analytics. Use intuitive and customisable reports to generate meaningful graphical dashboards. Most importantly, you don’t have to be a software engineer to properly tailor your reports. Non-technical end-users can easily customise dashboards to deliver exactly the information they need.
And don’t worry about security—dashboards automatically display only the data each user is authorised to see.
Drive insights into customer satisfaction and workforce performance.
Identify hotspots to improve with process or system changes.
Enable ongoing visibility into contact centre performance and customer feedback.