CX Analytics & Insights
Transform Data Into Actionable Insights
Customer experience analytics are crucial in gaining intelligent insights to make key decisions in improving the customer experience. Understanding CX data analytics allows you to get more in touch, more personal with the consumer, leading to more efficient future interactions.
Evolve your analytics capabilities to find the key points of information in customer data. Rapid delivery, innovative techniques, and digital experience platforms that help you uncover big ideas with big business value.
Speech Analytics
Analyze daily interactions of both the customer and the contact center associate.
Customer Insights
Gaining a deeper understanding of the full customer journey.
Employee Insights
Identify strengths and areas for improvement to improve your employees.
Operational Insights
Operational Insights apply advanced operational analytics to drive efficiencies.
Enhance CX with our Intelligent Automation
See How It Works
Call Mining
Mining valuable data and insights allow us to provide real-time analytics.
01
Mining Call Data
Intelligent Analysis
Call Data is Intelligently Analyzed to reduce cost and improve customer experience.
02
Intelligent Analysis
Integrated Data
Integrate call data and information in a cloud-based reporting platform.
03
Data Integration
Actionable Insights
Justify investments in product improvement and enhance customer experience.
04
Insights & CX Analytics
Case Studies
CX Analytics
Customer Experience Analytics
Now days, companies have plenty of data, and the difference is how they use that data for a competitive advantage. MCI's customer experience analytics tools allow you to integrate segmented data and transform those insights into business value by making them actionable and outcomes-driven. By analyzing customer interactions, you gain operational insight into employee performance and engagement, enabling you to continuously optimize business processes.
Rethink how you collect, manage, and analyze customer engagement data. MCI will help you determine who, why, and how customers interact with you, then integrate analytics into decision-making for optimized operational execution.
Challenges
Customer Experience Analytics Challenges:
- Ability to listen and analyze daily interactions.
- Ability to listen to both customers and contact center associates.
- Need to further develop associates ability to create meaningful moments that matter for customers.
- Need to gain a deeper understanding for the full customer journey.
- Ability to generate valuable CX Analytics that can be used in a comprehensive manner to take operational action or deploy call center strategies.
Solutions
MCI CX Analytics Solutions:
CX Analytics can help create a consistent customer experience across the full customer lifecycle and help guide organizational decision making along the way. MCI's CX analytics can propel your contact center and make a real business impact across all of your channels.
Results
MCI CX Analytics Solutions:
- Improved Customer Experience and kept client operations running smoothly.
- Provided greater visibility over all operations
- Continuously optimized systems and processes.
- Reduced costs substantially.
- Applied advanced contact center analytics in real-time to drive efficiencies.
- Continuously optimized client business processes and workflows.
OUR BRANDS
MCI is a multi-faceted tech-enabled business services supplier with a synergistic product and services portfolio and an expert leadership team. Our focus is on the development and delivery of dynamic technology, human capital, and professional services.
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