Customer Experience Analytics benefits
Genesys Customer Experience Analytics helps companies assess their contact centre applications and uniquely enables businesses to make iterative changes to continuously improve the customer experience.
Increase customer satisfaction
Through continuous analysis of your contact centre applications, Customer Experience Analytics can help drive more customer transactions to completion—and faster–thus achieving the customer’s goal resulting in higher customer satisfaction.
Detect application performance issues
Drill down from high level aggregation to calls and recordings through a funnel view. Find out where callers are dropping off in an IVR system and quickly make positive changes to the call flow.
Identify what your customers are commonly calling about and address those issues up front through automation, effectively reducing the load on live agents while also increasing customer satisfaction by addressing caller needs quickly.
Improve agent productivity
Gain insight into contact handle times of abandoned and missed calls. Detect inefficiencies in agent performance that may need additional training.
Meet and exceed SLAs
View a business dashboard of all core metrics, including queue and agent activity, statistics such as total calls by time of day and average call duration, allowing you to schedule agents accordingly.