Customer Experience Management

Customer Experience Management (CEM) has evolved over time with the introduction of new technologies, devices and rise of social media platforms such as Twitter and Facebook. Enterprises are now considering and investing on strategizing their Customer Relationship Management (CRM) roadmap. Traditional contact centers are also compelled to reshape their approach & strive for a strategic role in Customer Experience Management that can get a pulse on customer actions and lifetime value. Faced with increasing volumes and complexity of customer data, enterprises need real-time, actionable insights that can be translated into tangible business outcomes.

Our customer experience management solution offers a practical and unique approach to measuring, monitoring and monetizing on the customer experience. The ISON advanced analytics framework allows service providers to build a holistic profile of the subscribers’ experience across multiple channels, devices and networks. Our solution offers an end-to-end fit by providing deep insights at customer as well as agent side across all touch points at the level of experience, services and product.

The solution provides following benefits to the clients:

  • A 360 degree view of all customer behavioral data across networks, services and devices
  • Consolidation of untapped information from networks, systems, and devices to provide meaningful insights
  • On-demand support for increasing real-time traffic
  • Powerful analytics and strong insights through open-ended correlation

 

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