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The Business Benefits of Connected Analytics for Contact Center

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Cisco Connected Analytics for Contact Center provides actionable insights that allow customers to benefit, such as:

  • Improving first-call resolution and time to resolution through predictive analytics on the likely reason for the customer’s call and populating agent screens with prescriptive insights
  • Reducing calling volumes by using analytics to direct customers to lower-cost self-service tools when possible based on customer value, business needs, and technological sophistication
  • Impacting customer satisfaction and net promoter score (NPS) through analysis of multi-channel customer communications augmented with other data such as social media
  • Improving call routing by prescriptive matching of customers to agents based on enriched customer profile, reason for call, and agent expertise data
  • Integrating actionable insights into workflows, which can deliver significant and measurable benefits that are relevant to your customer's line of business executives, including:
    • Improved customer lifetime value
    • Reduced churn
    • Reduced operational costs
    • Increased agent productivity
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