Contact centers are some of the biggest collectors of customer data across organizations, but much of this data remains in raw format (and is largely useless to management and agents, unfortunately). To provide the kind of experience customers expect today, organizations should be making every effort to leverage their data and turn it into truly actionable customer intelligence.
So, customer experience (CX) technology provider Broadvoice recently announced the availability of enhanced reporting and journey management capabilities for the entire customer experience. With Advanced Analytics, organizations can maximize their customer experience, streamline operational efficiencies and boost agent productivity.
Advanced Analytics consolidates and connects customer data across Broadvoice’s CX ecosystem, merging data from UCaaS and CCaaS platforms into one easy-to-use solution. With intuitive dashboards and access to real-time data and trend analysis, Advanced Analytics maps a customer’s journey from start to finish, highlighting opportunities for engagement and improvement. It also spots trends, anomalies, and experience gaps in agent performance for real-time feedback and coaching.
The GoContact CCaaS platform offers a cloud-native solution that uses AI, microservices and omnichannel capabilities to deliver personalized and optimized customer experiences. The b-hive UCaaS platform combines tools such as PBX, unified communications, collaboration tools and various integrations with platforms like Salesforce and Microsoft Teams.
Specifically, Advanced Analytics was designed to provide customers with the ability to pinpoint areas for process optimization, reducing waste and improving service delivery. In addition, users can engage in trend analysis to anticipate and address issues before they escalate, enhancing customer satisfaction.
“Broadvoice’s Advanced Analytics simplifies the complexity of data, making it accessible and understandable for users of all levels,” said João Camarate, Chief Technology Officer at Broadvoice, in a statement. “With actionable insights to make strategic, data-driven decisions, businesses can easily optimize people and processes, leading to improved service levels and revenue growth.”
Edited by
Alex Passett
