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
Keep up to date with the latest news, opinion and insights from the team at Datatrack
New channels adding to contact volumes rather than deflecting them?
Adding digital channels without understanding how they link to other activity can lead to more contact, not less, and higher levels of customer effort and frustration. Not the outcome you were sold….
To understand how to architect your customer contact channel strategy to best effect, you have to have a complete understanding of customer behaviour – what is triggering contact, what other ways are customers addressing their issues and where are your processes falling down.
Tracxion Decide provides visualisation of complete end to end customer journeys and puts your contact demand into context.
Understand how your customers behave across the whole of your customer contact landscape, irrespective of channels, platforms or technologies. See which journeys drive the best outcomes and orchestrate interventions and decisioning to guide more customers on the same journey.
Having a framework for managing customer journeys allows you to introduce new platforms and channels in a controlled way, seeing how they interact with existing applications and whether they help or hinder the operation and the customer.
Digital channels are perceived as more cost effective than voice; robotic/automated ones even more so, so improving their uptake and performance will ultimately reduce cost, as long as overall contact volumes stay roughly at the same level.
Other factors such as first contact resolution are also part of the mix which is why understanding their impact and performance is paramount.
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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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