CXi – Customer Experience Insights

Consumers expect a seamless and personalized experience in self-service support through IVR. However, contact centers are facing constant challenges, including poor call containment, call disconnects, high dropout rates, high transfer rates, IVR downtime, and IVR breakpoints. It is vital that companies have a good understanding of the customer experience insights in the IVR journey to deliver best-in-class service.

The bottleneck in the IVR needs to be swiftly fixed, as IVR performance impacts your KPIs and customer satisfaction. IVR analytics provide a fact-based roadmap by converting data points into business intelligence to make informed decisions on call flow optimization, call spikes handling, self-service options, agent transfer, and more. These analytics also play a significant role in transforming your IVR into a contextual, adaptive, and personalized system. The result is a consistent, reliable IVR system that drives loyalty to your business.

Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned. CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

CXi Interface

Powerful interface to create, view and publish reports

Drag and drop features for report creation and assembly

Capability for business users to create additional reports

Graphical visualization of data (graph, bar, pie)

User-defined calculations and metrics

Easy-to-create dashboards

Customized drill-down to multiple levels of data

Ability to customize filters for enhanced search and select

CXi Advantages

Ease of Use

Browser-based interface to consume reports
Export capabilities to multiple formats
Short report-building times for business users

Integration

Integrated with IVR to provide access to key data points
Ability to integrate with other data sources and formats

Performance

Architected for optimal performance
Supports large contact center

Features of Customer Experience Insights

Prebuilt IVR reports designed to meet most business needs.

Intraday data available at configurable intervals.

Flexible data collection and roll up.

Data retention periods based on customer needs.

Roles-based security.

User-friendly interface to build ad-hoc on-demand reports.

Scheduled report publishing available.

Ability to trace a customer journey in the IVR through different criteria.

Ability to view all contextual data for call, including session ID, to track call in the logs with timestamps.

CXi Summary

In a time when customers are switching brands after a single poor experience, an effective IVR system brings customer satisfaction and loyalty through faster call resolution. IVR analytics displays long-term business intelligence, operational information and performance metrics to the business users from several custom reports. Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center efficiency. This helps contact centers optimize employee engagement, operations, and customer experience. Turn your IVR system into a personalized service system with which your customers are happily engaged.

IVR Analytics | CXI

CXi – Customer Experience Insights

Pointel CXi Provides End-to-End IVR Analytics

ENHANCE CUSTOMER EXPERIENCE

IMPROVE BUSINESS PROCESSES

MEASURE AND IMPROVE IVR EFFICIENCY