Data & Insights

Data & Insights

Predict your customers needs and pain points with monitoring technology that collates advanced journey analytics across all service channels.

Data & Insights

Voice of the Employee

When it comes to building a great customer experience, your most important asset – and biggest investment by far – is your team. Voice of the Employee is a solution that helps managers understand their teams better, so you can build the motivation and engagement that translates into a winning service.

Voice of the Customer

Outstanding CX starts with knowing what customers need and want, as well as their habits, preferences and aspirations. A Voice of the Customer solution gathers and analyses data from different touchpoints, so you can really understand your audience, and build a service they’ll keep coming back to.

Workforce Optimisation

When it comes to building good customer relationships, the human touch is essential. It’s also an expensive resource you don’t want to waste. Workforce Optimisation (WFO) uses data to match people power to demand more effectively, for better customer service and a more engaged team.

Intent Capture & Analysis

Why are customers calling you? You’d be surprised. Intent Capture and Analysis (IC&A) uses Google Cloud’s Contact Centre AI to find out why customers are getting in touch – giving you rich insights to help shape your automated service.

Customer journey analytics

Imagine tackling pain points before they become problems, and knowing what customers need before they do. Welcome to customer journey analytics, monitoring technology that gives you a cross-channel picture of how your service is performing, so you’re always one step ahead.    

Performance Benchmarking

To drive efficiency and plan for the future, you need to know how your operation is performing now. Performance benchmarking analyses a wide range of KPIs, including efficiency, resourcing and quality, to show you what’s working and where to invest, for outstanding customer service.