Self-Service Analytics
Self-Service Analytics records and automatically analyzes customers’ IVR, speech and web interactions and is used in conjunction with the Behavioral Analytics™ Service to gather additional insight from each customer interaction.
Self-Service Analytics enables companies to improve their effectiveness by analyzing key attributes of self service usage such as degree of completion, exit path from applications, willingness to use, navigation difficulties, and impact on resulting contact center interactions. The Behavioral Analytics™ Service analyzes these attributes for millions of customer interactions to find previously unknown patterns and to identify unique examples of these patterns. Self-Service Analytics answers key self-service channel effectiveness questions:
- Where do customers have difficulty within self-service applications?
- What improvements can be made to increase self-service adoption?
- Which customers bypass self-service applications and how can their behavior be changed?
- Which calls and business processes handled today within your contact centers can be automated?
Using this actionable insight, combined with our Business Monitoring Service, our clients achieve tangible business results:
- Reduced costs
- Streamlined business processes
- Improved customer experience
- Increased self-service adoption