No more hunches. Analyze every interaction to improve customer loyalty, retain employees, improve selling and understand your audience.
For Enterprise Interactions
Why did customers connect?
First Contact Resolution
How many must repeat their interaction and why?
Are we meeting legal requirements?
Did we handle customers appropriately?
What offer has the best close rate? How well do we spot buy signals? Churn likelihood?
News & Views Blog
Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and contact center experts to discuss and demonstrates the latest ideas and innovations that change the way brands connect with their customers.
Even as companies in the contact center and “CX” industry continue to push self-service, chatbots, social messaging apps and “automation” that enable machines to do the work of traditional agents, a new Business Process Outsourcing (BPO) company based in Orlando, Florida was introduced in Denver, Colorado at Genesys’ annual global gathering, Xperience 19.
New offering built on Genesys PureCloud Taps CustomerView’s AI-Driven Behavioral and Conversational Analytics and Insights to take customer service and experience management to new heights
Joe Galvin, founder and CEO of CustomerView, a pioneer in leveraging cloud-based big data analytics to capture every customer interaction in every channel to measure compliance, productivity, call resolution and sentiment, has been accepted into Forbes Technology Council, an invitation-only community for world-class CIOs, CTOs, and technology executives.
According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30-45 percent, which is more than double the average for all occupations in the country.
CustomerView to Demonstrate Advanced Analytics Platform Leveraging AI for Behavioral Analytics Across All Voice, Messaging, Web and Social Media Channels at Genesys Xperience19
Company will feature its proven cloud-based Conversational Behavioral Analytics CXaaS solutions integrated with Genesys’ Customer Experience Platform
Over the last decade, advances in cloud computing, algorithms and machine learning, voice transcription, and business metrics (from Net Promoter Scores, to Customer Satisfaction, Customer Effort, Customer Churn Rate, First Response and Average Handling Time) have given contact centers and large customer-facing offices expansive methods to better understand and act on customer behavior.
The way we connect and communicate continues to change, but one thing is for certain: we’re more digitally connected as individuals and businesses and a society than ever before.
All conversations are contextual – how we feel at any given time, what we need to know, the problems we need to solve happen in a real time world.