Identifying Actionable Business Insights Using Advanced Analytics
High performing manufacturers lead the way when it comes to generating value from advanced analytics. The ability to understand and identify trends across the business and personalize each customer’s experience is no longer just a nice-to-have; it’s essential to maintaining the high degree of agility and personalization required to be successful. 8x8 helps manufacturers collect and analyze interactions across contact points, in a way that enables better decision making and faster, more relevant responses to customers.
One system of intelligence delivers data-driven insights, based on all of the customer interaction points. Managers have instant access to the information they need to better align resources with activity, deliver timely and fact-based coaching and intelligently automate call routing.
Instant visibility intoInstantly get answers about internal
Graphical view of theView the caller’s journey from
Recorded customer interactions contain
IVR dominant path
View the top 10 most common IVR paths taken by your customers to better understand their needs and how well current menu options are addressing those needs.
Choose an IVR script and time frame for analysis. View a graphical depiction of the script with ability to dynamically expand or contract menu options. Use this to determine where in the IVR callers are dropping, usability of your existing IVR scripts, and where you can improve the IVR design.
Filter and view recent calls with more than 15 available metrics including channel, queue, agent, time in IVR, and even hold and mute count.
Learn more about manufacturing communications solutions and how you can increase operational efficiencies and enhance the customer experience.