Unified Customer Experience Analytics (CEA)
Unified Customer Experience Analytics (CEA) framework from Metrica Systems is an end to end customer experience intelligence solution. It collects, integrates and analyzes customer interactions data from various customer touch points such as Contact Center, IVR, Website, Back-office and CRM to discover the experience the customers go through during their interactions.
It can be very challenging to manage multi-channel, multi-site, multi-shift and multi-business customer service delivery operations to deliver high quality customer experience consistently irrespective of the channel of contact. The volume of data to be analyzed makes it even more challenging to measure, monitor and improve the customer experience and satisfaction.
The power of Unified CEA framework is really in the robust analytics components for each of the contact channels. CenterWorks, VoiceWorks, SiteWorks and FloWorks are the analytics solutions for managing customer experience in Contact Center, IVR, Website and Back-office channels respectively. Each of these solutions is very detailed and effective for monitoring customer contacts. PredicaWorks is the data mining solution that analyzes the customer experience across the channels.
Through Unified CEA framework, the customer experience can be monitored at an aggregate, cluster or an individual customer level. Various dashboards and traffic flow diagrams highlight the actionable items that require immediate attention to improve customer experience holistically. Customer experience replay for an individual customer is shown below. Similarly, the sequence diagrams for the aggregate as well as individual clusters can be arrived at for better visualization of issues.
