{"id":436505,"date":"2022-06-16T06:54:33","date_gmt":"2022-06-16T13:54:33","guid":{"rendered":"https:\/\/www.genesys.com\/capabilities\/customer-journey-analytics"},"modified":"2025-12-01T09:56:19","modified_gmt":"2025-12-01T17:56:19","slug":"journey-analytics","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/journey-analytics","title":{"rendered":"Customer journey analytics"},"content":{"rendered":"

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Quantify experiences with customer journey analytics<\/h1>\n

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Measure and monitor customer behavior with omnichannel journey analytics<\/h2>\n

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Access analytics-ready data quickly and easily<\/h3>\n

Easily begin your customer journey analysis. The Genesys event data platform gathers data from every accessible touchpoint and creates a unified data model. <\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Find new insights with journey visualisation<\/h3>\n

Visualise the lived experiences of your customers. Pinpoint friction points and measure how each journey affects customer satisfaction and business outcomes.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

Leverage data to optimise experiences<\/h3>\n

Go beyond static journey mapping with data-driven visualisations. Identify pain points and learn where to streamline and optimise journeys.<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%5D”][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Analyse your customer experience in near real time<\/h2>\n

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Journey flows<\/h3>\n

See the actual paths your customers most frequently take to achieve their goals, like paying a bill or updating account information. Identify friction points by understanding where customers unnecessarily switch channels, repeat actions or abandon their journey entirely \u2014 and smooth those processes out.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Journey analyser<\/h3>\n

Seamlessly connect and analyse your customer journeys across self-service and agent-supported channels. With Genesys, you can move beyond traditional contact centre metrics to measure the impact of customer behavior on self-service containment rates, abandonment and churn.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Funnel analysis<\/h3>\n

Measure step-by-step conversion metrics to identify bottlenecks and friction points. Compare drop-off rates at each step to assess progress toward business and customer outcomes like self-service and issue resolution. Get insights into customer behavior by tracking journey progression, escalations, repeat interactions and more.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row content_placement=”middle”][vc_column width=”5\/12″]

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4%<\/p>\n

of CX leaders said their system lets them calculate the ROI of CX decisions<\/p>\n<\/div>

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Improve customer experience and business performance with customer journey analytics<\/h2>\n

Delivering a great customer experience is more important than ever. The right customer journey analytics software can be a powerful tool in your customer experience (CX) toolbox. Stand in your customer\u2019s shoes and better understand their behaviors so you see what they need, how they want to get there \u2014 and how you can deliver that better. Monitor and measure real-world, omnichannel paths to improve CX and customer service, achieving better business outcomes in the process.<\/p>\n

Customer journey analytics also allows you to empower every team across your business \u2014 from data scientists to analysts to business users. Journey analytics makes it easier to align on customer journeys and build better experiences for everyone.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Unlock actionable insights with next-generation journey analytics<\/h2>\n

Genesys Journey Analytics gives you tools designed specifically to visualise omnichannel interactions in near real time. You get purpose-built tools that deliver precise insights, driving informed decisions with clarity and focus.<\/p>\n

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Increase analyst productivity by eliminating data preparation<\/h3>\n

Analysing your customer journey doesn\u2019t have to be a tedious process filled with complex or repetitive tasks. With the Genesys Cloud\u2122 platform, complex data aggregations and transformations are already done for you \u2014 meaning analysts don\u2019t have to perform them themselves each time they want to answer a new question. That way, they spend less time on the background work and can focus on analysing and solving issues within customer journeys.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/2″]

Visualise customer journeys to enhance experiences<\/h3>\n

Get an interactive view into the paths customers take to achieve their goals, pinpointing both interactions that go smoothly and those that hinder CX and satisfaction. Answer crucial questions like, \u201cWhat\u2019s driving customer contacts?\u201d or \u201cWhat steps did customers take before engaging with an agent?\u201d Identify issues and make immediate improvements within workflows to enhance the overall experience, ensuring effectiveness and customer satisfaction.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/2″]

Measure and monitor customer behavior<\/h3>\n

Generate journey insights quickly and easily by testing and analyzing the full range of your customer interactions. Journey analytics empower rapid decision-making for everyone, not just tech-savvy analysts. Genesys Cloud puts insights at your fingertips, making journey data analysis and action accessible to your entire team so every member of the organisation, from channel managers to leadership, can drive decisions based on real-time customer behavior. Genesys Cloud Journey Management is ready to implement from day one, with no need for extensive training or technical expertise.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/2″]

Diagnose underlying cause of issues, not just symptoms<\/h3>\n

Get a holistic view of the good and bad of your customer journey so you can make iteration decisions from a place of certainty. Track your conversions \u2014 where and when they happen \u2014 as well as drop-off points, so you can see where customers are succeeding and where they\u2019re getting stuck. Then dig deeper and find out what\u2019s really wrong at those friction points in your customer journey, instead of having to guess.<\/p>\n<\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column]

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\u201cWe\u2019re able to visualise where customers originate from when they switch channels, where they go next and why they abandon. Our management team now have data at their fingertips that they never could have dreamed of five years ago.\u201d<\/p>\n

– Elena Weller, Customer Experience Director, Arvig<\/p>\n<\/div>

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See what else you can do with Genesys<\/h2>\n

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Agent copilot<\/h3>

Provide customer service agents with real-time AI assistance to improve both the efficiency and quality of customer interactions.<\/p><\/div>

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Customer journey data management<\/h3>

Transform customer data silos into journey data pipelines that fuel analytics, modeling and orchestration.<\/p><\/div>

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Customer Journey Management<\/h3>

Leverage your interaction and event data for visibility into customer journeys. Unlock insights to optimise your customer experiences and drive results at scale.<\/p><\/div>

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Customer journey orchestration<\/h3>

Tailor each stage of the customer journey to customer needs with the leading customer journey orchestration software.<\/p><\/div>

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Genesys Cloud AI Studio<\/h3>

Build and innovate AI-powered experiences from a secure, centralised hub. Safely accelerate and streamline AI innovation with Genesys Cloud AI\u2122 Guides \u2013 and do it all at scale.<\/p><\/div>

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Knowledge management tools<\/h3>

Provide the right information every time with AI-powered knowledge management tools. \r\n<\/p><\/div>

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Predictive engagement<\/h3>

Use AI to proactively engage online customers in the moment of truth with the next-best offer or resource.<\/p><\/div>

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Predictive routing<\/h3>

Use AI to match customers to the employees most likely to deliver the best service and KPIs in real time.<\/p><\/div>

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Speech and text analytics<\/h3>

Use text and speech analytics to identify key events, ensure compliance, spot training opportunities and more.<\/p><\/div>

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Virtual agent<\/h3>

Make self-service better with AI-powered bots that understand the context and act like human agents to deliver a superior experience, no matter when.<\/p><\/div>

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Voicebots<\/h3>

Build voicebots with natural language understanding (NLU) and automate more voice conversations.<\/p><\/div>

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Work automation and task routing<\/h3>

Use accurate, consistent data to make more informed decisions across your back office.<\/p><\/div>

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Explore all capabilities<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Understand more about the customer journey<\/h2>\n

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Capability<\/p>

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Report<\/p>

The State of Customer Experience<\/h3><\/div>
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Try and buy: Work automation<\/h3><\/div>
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Quantify every experience with customer journey analytics<\/h3>\n

See how customer journey analytics tools can empower the experiences you provide. Effectively manage, measure and optimise customer engagements \u2014 and dramatically improve experiences. Request a demo today.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″]

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