Understanding your customer’s interaction with your company 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 back office calls, Comprehend lets you visualize activities, data, and relationships.

Contact centers can correlate activity of customers on a self-service site with the call center in order to pinpoint the services that people are struggling to find and use on the self- service site. This in-turn can help improve self-service adoption rates, improve 1st call resolution into call center, help reduce call volumes, and definitively improve customer retention and satisfaction. Learn more about Customer Intelligence…