Understanding + Optimizing Your Customer Experience

More than ever, business leaders are focusing on how to optimize the customer experience they’re delivering. Gartner studies indicate that 89% of companies plan to compete primarily on customer experience. Optimization always starts with understanding and measuring the customer experiences you’re currently delivering. The only way to do that accurately is via technology solutions that can automatically mine and compile the wealth of unstructured customer interactions data hidden in Call Recordings, IVR Logs, and so on.

The best solutions go further than simply showing the “journey” your customers experienced. They also help derive what your customers’ real intent was, how satisfied they were with the interactions, and the specific aspects that drove satisfaction or dissatisfaction. Armed with this sort of precise and accurate information, you can proactively make informed actions to deliver a truly optimized customer experience.

This is where Customer Engagement Optimization Services (CEOS) comes into play.

As the first release under our CEOS brand, we’re launching two cloud-based analytics offerings powered by NICE: IVR Optimization and Nexidia Advanced Speech Analytics.

IVR Optimization

By visualizing the IVR flow for all customers, from any point in the IVR journey, you can identify choke points, reduce the number of calls into the contact center, increase the IVR containment rate, and lower average handle time, thereby reducing customer effort and increasing customer satisfaction.

ConvergeOne will use data generated by the solution to recommend changes to your IVR system, make those changes, and run additional reports to analyze the benefits achieved with this solution. IVR Optimization can be deployed on top of any IVR platform, and is a critical component of a continuous improvement program that drives a consistently excellent customer experience.

Nexidia Advanced Speech Analytics

By making use of Nexidia Advanced Speech Analytics, you can uncover missing or subtle information about each and every customer interaction, including:

• Why are customers contacting you?
• Are there product or process issues?
• What competitive intelligence can you gather from your customers?
• Which agents excel at customer service, and what makes them successful?
• What changes can be made to the experience in real time based on current analytics and information known about the customer?

CEOS combines interaction data, surveys, and social media to draw correlations, trends, and root causes and build predictive models to help your contact center run more smoothly. Based on the reports, ConvergeOne recommends changes to processes, procedures, marketing, or routing and workflow configurations – and ConvergeOne can then perform the necessary technical work to modify the way you handle customer interactions. No other provider in the industry can do all of these things.

Combined IVR Optimization and Nexidia Advanced Speech Analytics

Combined, these two solution components enable you to streamline your inbound operations through the entire contact center. Beginning with the IVR, generated insights enable improved containment rates and reduced handle times where appropriate. The additional insights provided through advanced speech analytics help you better understand why customers are contacting your business.

With these combined services, you can build a strong foundation for an analytics-based program with continuous improvement strategies.

[CEOS WEBINAR]

HOW TO OPTIMIZE YOUR CUSTOMER EXPERIENCE WITH DATA YOU'RE ALREADY GATHERING

WEDNESDAY, FEBRUARY 12, 2020 | 10:00 A.M. ET

Join this webinar to learn more about how CEOS can extract meaningful insights from the data already gathered in your contact center to proactively improve applications and business processes obtained with these analytics, resulting in a more connected customer experience and greater operational efficiency. We’ll also share how you can contain a greater percentage of customers in your IVR. Many companies save millions of dollars by increasing containment by just 1%—what could that mean to your business?

Register today to take the first step to building a superior customer experience that is driven by an analytics-based program with continuous improvement strategies.