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
As call centers become contact centers, and as contact centers become customer engagement and Customer Experience (CX) centers, our industry has moved beyond transitional into transformational strategies.
A report by Gartner predicts that by 2020, more than 80% of customer interactions will be serviced by chatbots and non-human agents.
Earlier this year, Genesys released a new unified AppFoundry solutions marketplace that covers all of the Genesys customer experience platforms: PureCloudTM, PureConnectTM, and PureEngageTM.
Working in partnership with Vonage, their affiliated company Nexmo, and voice-to-text leader VoiceBase, CustomerView is bringing a new level of accuracy, real-time capabilities and cloud-based integrations to our collective customers.
CR-X brings CustomerView®, an omni-channel customer analytics application to Vonage customers through a new strategic partnership.
CustomerView, a highly-scalable, big data engine for all customer channels, especially voice, combines with the Genesys Customer Experience Platform to dramatically improve quality, compliance, cost-efficiency and sales/service performance.