We offer highly-customized and fully-integrated customer interaction solutions for your business. Within the contact center, it’s important to have the ability to analyze agent interactions with their customers to improve overall satisfaction. By gathering voice, chat and email interactions with the same customer over time, it creates a comprehensive view of the customer’s experience with your organization.
Customer interactions can be any interaction a customer has with your business, whether that's through a phone call, video chat, texting, or even visiting your website. Having the ability to access these interactions can help determine if agents need additional training or be rewarded for their skills, if there needs to be schedule changes, a change in the number of agents working at once, or if processes need to be modified.