Ebook

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

I would like someone to reach out to me

Every contact center 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 behavior 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 organizational silos so you can measure omnichannel customer behavior. Then you can diagnose and fix experience or performance issues.

Download the ebook to explore:

How journey analytics compares to other contact center 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 center

+1.888.436.3797

Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.