In the age of digital transformation, enterprises need to become more customer-centric with a focus on customer satisfaction, customer retention, and risk mitigation. Customers expect a seamless experience across all engagement channels – whether call center, social media, text, chat, email or web/e-commerce.
One way enterprises are becoming more customer-centric is better understanding the customer journey through Omni-channel analytics. Omni-channel analytics integrates contact center voice data with social media, chat, text, email, CRM and sales data to create a central-view of customer experience and behavior. Key benefits for Omni-channel analytics include:
Organizations have access to more data sources than ever before. Unlocking true business value from the data requires alignment with business users to define measurable success factors. We’ve seen success with a six step process to kickoff Omni-channel analytics implementations.
Omni-channel analytics is a proven technique for a modern digital organization to become more customer-centric and better understand their customer’s journey. Whether it’s contact center voice data, social media, chat, text, email, CRM and sales data, Omni-channel analytics helps organizations reduce operating costs, increase revenues and mitigate risk.
To see these Omni-channel analytics techniques in action, contact us or email us at [email protected].
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