In today’s complex, omnichannel, and virtual contact center universe, analytics holds the key to discovering deeper customer insights, trends, and patterns hidden in a vast array of data sources and channels, including voice calls, IVR, online self-service, chat, click-to-call, online forums, mobile apps, social media, and more. Having insights into how your contact center responds to customers is essential to improve productivity, efficiency, quality of service, and overall customer satisfaction.
With two decades of contact center expertise and CX technology prowess, Servion provides a real-time, 360 -degree view of the contact center and the customer journey across channels.
Unearth patterns to optimize training programs and take corrective actions
Customizable dashboards and wallboards that present critical KPIs and the pulse of operations
Analyze rule effectiveness across touchpoints and discover unique trends
Generate custom reports about critical contact center metrics, agent, and system performance
Analyze customer effort scores across regions, products, categories
Maintain compliance & security standards, prevent fraud, and streamline operations