Customer Experience Analytics
8x8 Customer Experience Analytics empowers contact center managers with actionable insight into customer experience patterns and trends, and reveals step-by-step details of customer journeys and post-call survey results.
"The 8x8 [Contact Center] solution enables us to bring everything together into a single dashboard, connecting the dots between all the disparate pieces of information..."
- John Callachan—CEO of DDC Outsourcing Solutions, UK
Explore every step of the customer journey
Easily drill down to see a graphical representation of every customer experience, and use these insights to make any needed enhancements.
- Traverse every step to understand the full experience
- Quickly identify opportunities for improvement
- Proactively take action to optimize customer journeys
Uncover opportunities for customer experience improvements
Use advanced search capabilities to quickly identify areas where refinement is needed.
- Run advanced searches to reveal transfers, hold times, and more.
- Discover instances where metrics are missing targets
- Ensure every IVR menu is effective
Capture voice of the customer feedback
Make it easy for customers to provide feedback on their experience by offering options such as scale (0-9), yes/no, or by leaving a voice comment.
- Explore and improve customer satisfaction
- Translate customer input into actionable intelligence
- Achieve Net Promoter Score objectives