This application suite features include:
- Enterprise Experience Management: Improve business and corporate customer NPS and CSAT metrics by leveraging over hundreds of data points across care, service delivery, charging and network connectivity KPIs.
- Care and Commerce Journey Analytics: Improve first call resolution (FCR), reduce average handling times (AHT), improve call deflection rates, boost self-care success and increase on-line store upsell opportunities with a better understanding of customers’ interaction patterns (journeys) and quickly identify and respond to issues such as, self-care abandonment or repeat calls to the call center.
- Customer Network Care: Reduce AHT and improve FCR by presenting subscriber network information to the agent for a richer understanding of what is impacting the customer.
- Proactive Care: Identify and resolve issues before the customer seeks care; proactively guide customers to unassisted self-service channels to reduce care costs and identify which customers are sensitive to unexpected charges, which are likely to drive inbound calls.