360° CUSTOMER DASHBOARD
Today’s customers reach out to businesses through multiple channels, expecting consistency and seamless engagement. The solution therefore is to have a context-based holistic view of the customer, irrespective of what channel the customer interacts with.
The 360° Customer Dashboard powered by Enliven CEM® Platform carves out a next-generation Omni-channel customer engagement solution, integrating customer’s critical information from disparate data sources such as Operational/Transactional Systems, LMS, Web Analytics, Interactions, and Social Media. This enables us to create a 3-dimensional profile for each customer, which can beviewed by executives. Analytical algorithms run on top of this 3-dimensional profile, enriching the context to set the tone for agents as well as equip them with Next Best Action for engagement. The objective of the 360° Customer Dashboard is for executives to engage each customer coming from multiple channels, increase first call resolution, and decrease average handling time. The 360° Customer Dashboard solution empowers CSRs to serve every customer with the help of advanced analytics to enhance their experience in an omni-channel environment.
Unified Customer View
Single view of all customer data and respective insights, including life cycle stage, customer satisfaction, transaction patterns.
Sophisticated analytics based on transaction and interaction history to proactively predict the reason for the inquiry.
Integration of data across all interactional and transactional touchpoints to provide a seamless customer experience.
- Reduced AHT
- Increased FCR
- Increased CSAT