Know your customer

Make it a priority to know your customers and to use that information in every business decision. Understanding the daily interactions with your customers is essential to creating and maintaining a positive relationship. Monitoring KPIs and your own performance allows you to manage your business even better.

Understand your customer

To provide effective service, organizations must have insights into the needs of their customers and the full picture of their interactions. They must know their customers not only through their current situation but also through the journey that they’ve taken. Getting those insights while monitoring and acting on those journeys is made possible by


Get insights

The reporting module provides your organization with the details of your communication history, including response time, assigned/unassigned time, and the sentiment of each conversation or the overall customer history. Sentiment analysis uses natural language processing, text analysis, and computational linguistics to help you determine the effectiveness and performance of your service agents. 

Satisfactional information

View historical data based on queue summaries/details, number of messages inbound vs outbound, response times, agent performance, touchpoint usage, and many more. Use heatmaps for a greater understanding of the trends.

Knowledge and Insight

Reporting for both the social messaging and the contact center functionality provide customer and operational insights to recommend the next best actions across all functional groups. This allows you to improve your communication strategies and help your business move forward. 

Unlimited possibilities

If that is not enough, you are also able to extract reporting data from the system to build your own reporting in (for example) Microsoft Power BI.

Integrate with Microsoft Power BI for interactive visualizations and more business intelligence capabilities with an interface simple enough for end users to create their own reports and dashboards.

Excited yet?

Check out the videos of our platform. See how this works and what it can bring your organization.

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