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.
Pointel CXi provides actionable customer experience insights to: