Identifying Actionable Business Insights Using Advanced Analytics.

Retailers lead the way with generating value from advanced analytics. The ability to understand and identify trends across the business and personalize each customer’s experience is no longer a nice-to-have; it’s essential to maintaining the high degree of agility and personalization required to be successful. 8x8 helps retailers collect and analyze interactions across the interaction points between stores, the contact center and even the corporate office, in a way that enables better decision making and faster, more relevant responses to customers.

8x8 helps retailers collect and analyze interactions across the interaction points between stores, the contact center and even the corporate office, in a way that enables better decision making and faster, more relevant responses to customers

CapabilityDescription
Company Summary DashboardSee a consolidated view of numerical and graphical details about call activities and metrics for any dates selected.
Extension SummaryView more than 20 selectable columns of detailed information of all call activity on any and all extensions.
Call Detail RecordsGet historical information about all calls processed in the selected time frame, including real-time missed and abandoned call details for quick call-back—to keep from missing leads or customer service opportunities. You’ll also see the caller’s entire customer journey throughout the organization, including call transfers—to help increase customer satisfaction.
Active CallsSee real-time information about all calls currently being processed within the organization. Details include the caller’s journey throughout the organization up to that point.
Unreturned CallsMatch inbound calls to outbound calls to find unreturned calls within the date range selected.
Calls by DIDSelect and view detailed information for all direct inbound numbers (DIDs).
Instant visibility into actionable insights
Instantly get answers about internal and external call activity, call queues and ring groups and the network health of your communications system.
Graphical view of customer journey
View the caller’s journey from the moment they reach the call center through to call termination. Reveals step-by-step experience in the IVR, queuing to agents, agent connection and post-call survey. Use this to expose an ‘outside in’ view of your contact center to enable continual process improvement and agent training.
Speech Analytics
Recorded customer interactions contain a vast amount of untapped data that gets to the heart of your customers’ concerns. With 8x8 Speech Analytics, automated speech-to-text transcription extracts valuable insights from these unstructured voice conversations. Listen to the voice of ALL your customers—search for keywords and phrases, and drill down to the details to learn what makes your customers happy—or frustrated.
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
IVR metrics
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.
Advanced search
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 retail communications solutions and how you can increase operational efficiencies and enhance the customer experience. 

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