Service Intelligence is an advanced suite of analytic applications that enable service executives, managers and analysts in service organizations to analyze and optimize key processes, uncover and fix execution and alignment gaps and deliver impactful data-driven insights to drive improvement. Service Intelligence delivers the most scalable and comprehensive, pre-built analytical solutions designed specifically for service environments.
Service Intelligence allows service environments to transform information gathered from multiple customer interaction and feedback systems into insights critical to improving customer experience and lowering cost of service. Service Intelligence applications include:
- Contact Typing/FCR - Access detailed reporting & analysis by call type, person, department, root cause code, etc.
- Customer Journey - link and visualize all customer interactions from “cradle to grave”
- Voice of Customer - Measure/monitor customer experience from summary level metrics
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