Ebook

Three ways contact centres can improve efficiency and experience with journey analytics

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Every contact centre leader knows the mandate: Reduce costs, but don’t let customer satisfaction slip. Yet it’s difficult to achieve this goal when you and your agents can’t visualize and measure customer behaviour across service channels.

Traditional reporting and analytics tools promise to give you the visibility you need to answer questions about performance. But often, they underdeliver.

The Pointillist® journey analytics platform was built to fulfill that promise. The solution eliminates data and organisational silos so you can measure omnichannel customer behaviour. Then you can diagnose and fix experience or performance issues.

Download the ebook to explore:

How journey analytics compares to other contact centre analytics tools
Three ways journey analytics can improve channel performance, self-service, and escalation management
Ways to gain visibility and leverage insights from beyond the contact centre

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.