This document describes a multi-channel customer contact solution with analytics-based decision support. The solution aims to optimize customer experience, streamline business processes, increase cost efficiency, and generate more revenue. It involves multi-channel optimization, cross-sell/upsell analytics, customer survey analytics, first call resolution analysis, and interactive data visualization.

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MULTI-CHANNEL CUSTOMER CONTACT WITH ANALYTICS-
BASED DECISION SUPPORT
Solutions ► Smart customer interaction services
Multi-channel
customer contact
with analytics-based
decision support
Customer
Experience
Process
Streamlining
Cost
Efficiency
Increasing
Revenue
Multi-channel optimization
 IVR performance management
framework
 Web breakage elimination
 Chat, email and channel
migrations
Cross/up-sell analytics
 Identification of existing
eligible customer base
 Product priority by segment
 Lead prioritization and channel
selection
 KPI baselining and agent
evaluations
 Track customer behavior by segment
Customer survey analytics
 Integrated customer
satisfaction and quality
assurance analysis
 Customer effort index and
affinity score
FCR / repeat call analysis
and call elimination
 First call resolution (FCR)
 Hypothesis formulation and
solution design
 Design and develop call
index measure
 Shift interaction volume to
low-cost channels
Interactive visualization Drilldown to transactional Mobile dashboards
Collections of charts and
maps
Pre-built marts and templates with a BI interface