Organizations use different types of analytics software to process customer intelligence and surface actionable insights on customer behavior, industry trends and patterns. By utilizing analytics tools, organizations can make confident, data-driven decisions to promote growth.
A contact center can be a physical or virtual department of an organization which handles all customer interactions across different channels, including phone, email, and chat. To successfully manage large amounts of queries, contact centers use specialized software such as CRMs, automation tools, and analytics.
Customer Relationship Management (CRM) refers to practices and technologies used to manage and analyze customer interactions throughout the customer lifecycle. CRM systems typically collect and store customer data across different channels which agents use to improve customer service and boost retention.
Customer feedback software automates the process of collecting solicited feedback that helps organizations understand how customers feel about their products and services. Usually in form of surveys, feedback tools provide insights on various customer service metrics, such as customer satisfaction and quality of service.
Workforce optimization (WFO) is a set of tools and business strategies that enables organizations to promote operational efficiency and customer satisfaction while reducing costs. WFO strategies concern automating processes, ensuring compliance, and managing staff.
AI and Automation
Artificial Intelligence (AI) and automation often operate together in solutions that handle a large number of processes to improve productivity and provide seamless experiences. The applications of AI and automation are diverse – from self-service and conversational AI to workflow automation and agent-assist.