Solutions Overview
Unified Customer Experience Analytics (CEA) Solution
Unified Customer Experience Analytics (CEA) framework 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. It helps discover the experience that the customers go through during their interactions... More
IVR Self-service Improvement Solution
Metrica's IVR Analytics solution provides insights into IVR usage from customer's point of view and help companies improve self-service experience and hence success rates. It helps companies focus on the business goals to unleash the full potential of IVR... More
Multi-Channel Strategy Planning Solution
Metrica's Strategy Planning solution helps managers monitor the trends of key metrics for each of the channels through Cradle to Grave (CTG) analysis and Data Mining... More
Metrica's desktop analytics solution is comprehensive tool to monitor agent productivity as well as customer service issues arising out of poor application performance... More
Social CRM and Voice of Customer Analytics Solution
Social CRM and Voice of Customer Analytics solution from Metrica collects textual customer feedback data from various internal and external unstructured data sources and extracts sentiments relevant to the business. The solution aggregates social media messages from Facebook, Twitter and more than 10 domain specific forums. And it allows the business to respond to customer complaints online in real-time... More
Outsourcing Partner Performance Management Solution
Partner performance management becomes even more critical if the service delivery happens across multiple partners in multiple locations in different time-zones. Metrica's solution is custom designed for managing complex and large scale outsourcing relationships... More
