Follow Avatar

pointel IVR

Audit & Alert

Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned. CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement. Features of Customer Experience Insights : 1. Prebuilt IVR reports designed to meet most business needs. 2. Intraday data available at configurable intervals. 3. Flexible data collection and roll up. 4. Data retention periods based on customer needs. 5. Roles-based security. 6. User-friendly interface to build ad-hoc on-demand reports. 7. Scheduled report publishing available. 8. Ability to trace a customer journey in the IVR through different criteria. 9. Ability to view all contextual data for call, including session ID, to track call in the logs with timestamps.

Thumb

Avatar

0 repins 0 comments