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DMG Consulting: Using Interaction Analytics to Improve the Customer Journey

April 4, 2018

Customer journey analytics is a big-data solution that captures, measures, analyses, and evaluates the quality and outcome of the customer (or prospect) experiences throughout all interactions, for all customer-facing touch points, channels and activities. This includes branch/storefront, back-office, in person sales, website, social media, contact center (interactive voice response (IVR), web self-service live agent, phone, email, chat, SMS, video, social customer care, etc.) activities, as well as all actions initiated by a customer or an employee on the customer’s behalf. This is a broad definition that addresses all aspects of a customer’s or prospect’s relationship with an organization. CJA solutions are intended to help organizations view the customer experience from the customer/member/constituent perspective.

CJA solutions receive inputs from many different transactional and analytical applications, including:

  • Transactional: CRM, sales, collections, point of sale, etc.
  • Analytical: speech analytics, text analytics, desktop analytics, IVR analytics, web analytics, quality assurance and surveying.
Previous Flipbook
Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre
Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre

Next Flipbook
Moving Beyond Interaction Analytics to an Omnichannel World
Moving Beyond Interaction Analytics to an Omnichannel World