Unified Customer Experience Analytics (CEA)

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.

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, CRM, Website, Back-office and Social Media to discover the actionable insights from customer interactions.

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.

Benefits of Unified Customer Experience Analytics solution are:

• Better Control over Cross-channel Customer Contact Experience
• Improved Contact Center Operational Efficiency
        - Increase in agent productivity by 5 to 10%
        - Improvement in supervisor effectiveness by 10 to 20%
        - Reduction in MIS costs by up to 60%
  
• Higher Self-service Effectiveness
        - Increase in self-service completion rate by 2 to 5%
  
• Differentiated Brand Experience, Enhanced Customer Loyalty and Revenues