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IVR Self-Service is the First Line of Defense for Overburdened Contact Centers

The COVID-19 impact on businesses worldwide continues to grow and companies where contact centers play an integral part in customer support are seeing an unprecedented uptick in overall call volume. At the same time, they are forced to ask Customer…

Using Data Science to Organize and Optimize Customer Journeys

Great customer experiences result in happy and more engaged customers. Understanding customer journeys enables businesses to optimize customer experiences, improve customer satisfaction, generate revenue and increase operating efficiency…

How Journey Analytics Spotlights Call Center Savings

The need to optimize service operations and manage their costs is a fundamental driver of modern business. Executives responsible for websites, mobile platforms, call centers, IVRs and other points of contact are vigilant for new savings opportunities…

White Papers

Financial Services

Using journey analytics, financial services organizations are able to see a myriad of customer journey detail. Find out how one bank improved their process and web platforms after evaluating in-depth customer journey data. 

Telecom

Reducing customer service call volume is a frequently cited objective for many businesses. And with a customer base of nearly 100 million subscribers, like that of a major US wireless carrier, those challenges are amplified dramatically. 

Utilities

Most companies think they know what’s happening with their customers. The truth is that customer journey analysis almost always leads to finding the unexpected, empowering companies to see what’s really happening with their customers across channels.

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