Excella Analytics™ is a powerful software
solution that enables enterprises of all sizes to listen to the
“voice of the customer” through every touch point and on
every customer interaction.
Analytics of all kinds, along with Quality Assurance and customer
surveys have emerged as critical tools for gathering valuable customer
feedback. With the rise of social media over the last several
years, listening to the voice of the customer has never been more
important. In fact analysts are predicting that within five
years the number of relevant social media interactions will be equal to
the number of phone interactions, with 70%-80% of them being
service-oriented and requiring immediate attention. Taking action
on that data will become critical, and your business will require an
automated solution to identify, understand the interaction, and make
important decisions on handling the interaction.
Excella Analytics, a part of the OnviCenter 7
back office suite of solutions, can help you optimize, and automate all
of your enterprise-wide customer touch points and interactions by
enabling lower cost reductions through fewer employees that are required
to support front office contact center agents.
Excella Analytics – Voice of Customer and Multi-Channel
Analytics is a bundled solution and includes all of the
components you need for mapping the customer journey through your
enterprise. The entire lifecycle of customer transactions linking
and automating the process of performing workforce optimization (WFO)
applications. Excella Analytics enables you to define critical
information you need from your WFO systems, and then automatically, and
in real time capture, store and develop a holistic view of your
Analytics - providing insights into the reasons why people
Analytics – providing visibility into everything
employees do at their workstations.
Survey – provides customer sentiment and what they
think about your products and services by recording, analyzing and
creating actionable intelligence.
- Social Media
Analytics – providing the ability to identify posted
social remarks and comments in order to reactively or proactively react
- ensuring your customer’s are satisfied and remain; enables you
to retain customers, maintain your reputation, enhance your brand, and
offer upsell opportunities.
Management – Front and back office staff
forecasting, scheduling and capabilities such as multichannel analysis,
schedule adherence and performance, exception reports, employee
web-based portal, and much more.
- Excerpta – Text analytics, improves the accuracy of speech analytics and adds analytics for text, email, structured and unstructured documents and social media content.
Continuity - Back-up, replication, recovery, redundancy,
load balancing with data-media management, security, user
administration, local and remote location support from a centralized