Customer Experience Management Solutions
Customer experience is developed not only during interactions with agents, but throughout the entire customer journey across all customer touch points.
Managing and improving your customer's experience means managing four key steps of the Customer Journey
1.) Customer Service Routing
Begin with routing the customer service request to the right centers, right organizations and the right agents without having your customer to repeat the information.
2.) Customer Transaction Management & Process Automation
Processing large volumes of customer service requests and transactions in both contact centers and back offices, efficiently, cost effectively, and with no mistakes.
3.) Customer Interaction Management & Workforce Optimization
Offering multimedia customer interactions that result in full compliance, fulfillment in the first interaction, and positive customer experience.
4.) Customer Sentiment Discovery & Feedback
Capturing and analyzing customer feedback from social media, surveys, and multimedia interactions to discover true customer sentiment and improve in all areas.
ia.Enterprise creates a knowledge base using multichannel capture, unification and analytics. The results are then utilized by the ia.Enterprise decision-making engine to make the best next decision and automatically launch an action.
ia.Enterprise is powered by a series of advanced, user configurable technologies and products driven by AI and RPA, to deliver an affordable, all-inclusive CXM solution.
Data Capture, Unification and Big Data Management
Automated capturing and unification of the data and media from each segment of the customer journey: customer routing systems - enterprise systems such as telecom, CRM, WFO, RPA and ECM – customer interactions via calls, emails, chat, desktop transactions and social media – and finally, customer feedback through surveys, documents and social media.
Multichannel and Cross Channel Analytics
Complete set of analytics including Speech-to-Text, Speech Analytics, Desktop Analytics, Text Analytics, Cross-Channel Analytics, Trend Analysis and Predictive Analytics; as well as document and subject archiving, categorization, and indexing.
Decision-Making Engine with Automated Launch of Actions
Utilizes the Knowledge Base created by analytics to make the next-best-decision based on user-defined rules or adapting as a learning machine; followed by automatically launching actions.
Highly Advanced User Interface and Presentation Capabilities
Including dynamic reports, charts and dashboards, unified and customizable views, and intuitive workflow.