Datatrack’s technology is making a big difference in contact centres and on Unified Communications platforms, driving-up business optimisation and enhancing the customer experience
Collect, combine and repurpose all relevant data in real-time to drive immediate improvements in all aspects of customer contact
Drive informed decisions by visualising your entire communications consumption in virtual real-time
Account for your communications spend across all of your user groups. Pinpoint direct cost savings and operational efficiencies
Handle calls using a centralised repository of user details to allow individuals to be correctly identified
Safe and secure remote access solution for system management, data collection, processing and delivery of key information
Tracks and link all customer contact data creating unique insight about operational performance
Datatrack has partnered with some of the world’s biggest leaders in UC&C Analytics and contact centre technology
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Helping customers to help themselves
Reducing unnecessary customer contact, or failure demand, is the number one objective for most contact centres. Unnecessary contact is expensive and leads to frustration and ultimately customer dissatisfaction and churn.
Understanding what customers are contacting you about, why they have had to make contact and what they have done prior to making contact are all key to improving self service
Tracxion can provide you with the answers to these questions via our complete journey management solution that can incorporate data from any informaton source: marketing communications, website and app activity, social media listening as well as the normal contact channels
Providing customers with the ability to self serve is the start, making them aware of it and then making them believe that they can do it are the next steps but equally important from a behavioural change perspective.
Journey orchestration, pushing options to them when you’ve identified that they’re on a common ‘customer contact’ journey or routing calls to automation that supports self services both provide self service awareness and drive up the percentage of avoided contact.
Finally making agents aware of a customer journey on contact arrival allows them to introduce customers to other ways of solving issues, again avoiding unnecessary future contact.
In an ideal world, all customers would be able to resolve their issues without contact.
Delivering effective self service isn’t an instant fix but a journey of understanding issues and customer behaviour and putting processes in place to change customers’ journeys.
Ultimately though, the payback is significant.
Contact us now and one of our team will be in touch
Advanced solutions for contact centre, UC&C and Call Handling.
Actionable insight using powerful real-time data analysis, intelligent automation and customisable dashboards supporting rapid data driven decisions
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