Deliver productivity improvements and better CX outcomes through more effective contact routing
Understanding where your customers are coming from
It’s hard to provide a consistently great experience for customers without knowing where they’re coming from. Maybe they’ve found it hard to get through to an agent? Perhaps they’re stuck on your website and just need some extra help? Or there could be a broader service issue that’s causing multiple customers to get in touch.
That’s where Sabio Insight’s Contact Centre Performance solutions can help – empowering your customer service teams with a portfolio of contact centre and digital engagement reporting tools.
Optimise your Contact Centre Performance with Sabio
Sabio Insight gives you the tools you need to unlock significant contact centre performance improvements. Delivered as a service, we offer a portfolio of contact centre and digital engagement reporting tools to help you analyse and optimise the productivity and effectiveness of your contact operations, including:
- Voice Traffic Analysis – Identifying hidden customer journey issues to optimise your end-to-end customer experience
- Digital Traffic Analysis – providing your agents with real-time insight into your visitors’ online behaviour
- Speech and Text Analytics – to unlock the value hidden in your voice and text interactions
Voice Traffic insights from your carrier’s raw inbound call records
Too many CX teams overlook the estimated 20% of calls that don’t even reach the contact centre – whether that’s out-of-hours contacts, unanswered or engaged contacts or ‘lost in IVR’ interactions. Our SaaS Voice Traffic Analysis dashboard solution gives you the answers you need.