Customer Experience AnalyticsAnalyzing Customer Experience Across All Touch Points, deriving
Actionable Insights and delivering Business Results

cusexp

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Sensiple’s Customer Experience Analytics solution tracks customer journey across multiple interaction channels. Sensiple’s innovative solution delivers unified experience across various touch points such as Contact Center, IVR, Mobile, Web self-service and Social Media.

In Contact centers, “handle time” i.e. how long it takes to deal with customer issue, is money. In an operation, with tens of thousands of agents spread across the country, such costly problem would go unaddressed for weeks. Sensiple with its sophisticated use of contact-center analytics will be able to pinpoint and help to correct issues, within hours.

Based on selected identifiers, Sensiple maps data in a dynamic way, across millions of touch points:

  • Tracks and displays customer journey, their unique trails, drop-off points
  • Trending analysis to assess the impact of the journey and present with insights to optimize

We constantly monitor all your customer service delivery and feedback channels and deliver that unique experience 24/7.

Contact Center Performance Analytics Suite: Our solution monitors, measures and improves customer experience and workforce productivity across contact center. Contact Center managers will be able to build reports, select KPIs, set-up performance targets, monitor customer experience and internal metrics.

IVR Caller Experience Analytics Suite: A powerful analytics solution with extensive reporting and caller experience visualization capabilities. Will be able to connect with Avaya, Cisco, Nortel and Genesys, using variety of adapters.

Voice of Customer Analytics solution: In a highly customer-competitive world, Sensiple helps to actively listen to customer feedback and extract customer sentiments relevant to your business.

Key Highlights

  • Dashboards for monitoring self-service KPIs
  • Analysis like: Congestion analysis, Agent Transfer analysis, Menu malfunctioning detection, back & forth loop detection
  • Adapters for all the leading ACD, IVR, Dialer, WFM & CRM vendors (Avaya, Siemens, Nortel, Aspect, Genesys, Cisco, Cosmocom & Siebel)
  • Metrics Reporting- AHT, Sales-SPH/SPD, CPH, TAT, Login hours, Conversion, Contract rate,
  • Dashboards, Scorecards & Multi-dimensional Reports
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Customer Experience Solutions

Solutions Delivered

Developed and enhanced over 2,000 websites across domains

Designed and developed an official website for the mayor of a major city in the USA

Supported enterprise-level Lab Management System for a Fortune 500 Healthcare major

Established a Loan Processing System for a major bank

Developed a Real Time Trading Platform for a trading company

Provided Data Feed management services to a major Hedge fund firm with 24/7 support

Provided Application Deployment and monitoring support to a major Telecom company

Profitably implementing ITSM for a global Language Interpretation company

For the study of patients discharged from hospitals, designed HIPAA compliant Enterprise App & its Mobile version

Use of our IVR system to service high call volumes for an Airlines company, reduced cost and improved the traveler's experience

For a service center - Integrated voice authentication service with Genesys Agent Desktop

Built a test automation tool called “SWIFTest” for Functional Automation Testing

Working on a test framework for Functional Automation Testing

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