The pace of change has accelerated with new product launches, promotions, new pricing, and new policies making it very challenging for your service managers and agents. At the same time, the customer demands to be served 24/7 with expectations of near-instantaneous resolutions the first time they reach out, the desire to access you across many channels and to self-serve online. How do you understand your customer’s interaction with your company across each channel and portal?

Understanding your contact processes is critical to improving customer service. OpenConnect Comprehend combines real user interaction from disparate systems and augments this information with process execution to reveal a complete end-to-end business process. By correlating website activity with contact center calls, Comprehend lets you visualize activities, data, and relationships. Learn how to:

• Increase first contact resolution rates and reduce churn
• Improve your cross-sell and up-sell effectiveness
• Improve your customer’s experience across multiple channels (self-service, portals, IVR, email, and chat)
• Increase average revenue per unit by fully understanding your customer’s life-cycle
• Increase provisioning speed and the quality of service deployment
• Measure and improve the effectiveness of multiple sales channels

Learn more about Comprehend …