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CEOS Video Series: The CX Factor

In order to be competitive today, contact centers must provide self-service options with a scope far beyond basic capabilities. By establishing an analytics-based program that informs your self-service strategy, you can find the right mix of self-service capabilities that can interoperate with each other, streamline operations, and personalize service–all while you use voice, text, and journey analytics to make any necessary modifications to your solutions so you can continue the cycle of continuous improvement.

CX Factor - Episode 1

 

The CX Factor: Episode 1

 

CX Factor - Episode 4

The CX Factor: Episode 2

CX Factor - Episode 3

The CX Factor: Episode 3

CX Factor - Episode 2

The CX Factor: Episode 4

CX Factor - Episode 5

The CX Factor: Episode 5

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The Power of IVR Optimization and Voice + Text Analytics

ConvergeOne Customer Engagement Optimization Services provide definitive solutions for  optimizing the performance of self-service channels by applying advanced analytics to interactive voice response (IVR) and voice/text interactions with your customers. These modular solutions can be applied to any IVR or Call Recording platform to quickly begin generating actionable analytic information that’s critical to the improvement of the efficiency and personalization of your customer interactions.
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Advanced Speech Analytics

Experience the Value of Analytics with your Data – We will work with you to look at your data, in a secure, protected environment, and show you the power of analysis with your data. The insights this solution produces can make you more effective immediately. 

IVRO

Experience the Value of Analytics with your Data – We will work with you to look at your data, in a secure, protected environment, and show you the power of analysis with your data. The insights this solution produces can make you more effective immediately. 

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[ USE CASE ] Evaluating Self-Service Interactions

An organization required an advanced toolset to analyze customers’ self-service interactions within its contact center. Specifically, the organization wished to analyze its interactive voice response (IVR) system. While it was embracing a variety of channels to interact with its customers—including social media and text messages—telephone calls still accounted for the majority of its interactions.

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