Customer Intelligence

Enterprises today need constant visibility into issues affecting customer behavior and corresponding business impact. The ability to deliver continuous intelligence about processes, particularly those that involve employees and customers is critical to achieving operational efficiency and customer satisfaction. Having actionable Customer Intelligence can help you gain the needed insight to optimize all your customer-facing operations as well as optimize the customer experience.

Customer Intelligence is another key component to OpenConnect Comprehend, and is designed to help you gain the needed visibility to optimize all your customer-facing operations as well as help you optimize the customer experience. Once you have the visibility, you can remove the obstacles that get in too many customer's way, successfully completing more transactions, improving conversion rates and retaining more customers through better service, just as they expect.

No more guesswork, just the real knowledge you need to make business decisions based on actionable information.

[There is a critical need for tools] that deliver continuous intelligence about processes, particularly those that involve employees and customers. - International Data Corporation (IDC). May 2009

Comprehend provides unprecedented customer intelligence. It gathers data by collecting every user interaction, every click stream or keystroke across multiple channels/systems (mainframe, web, client server, logs, etc) and converts this stream into event data. Our analytics aggregates this data and produces continuously updated reports and dashboards.  You can drill down into the details of each step in the customer event and can also look at the entire history of an individual transaction.

The ability to correlate customer activity across multiple channels has provided unparalleled benefits to a number of organizations. Comprehend’s Process Intelligence Cluster combines real user interaction from disparate systems and augments this information with process execution to reveal a complete end-to-end business process. For example, correlating activity of customers on a self-service site with the call center can pinpoint the services that people are struggling to find and use on the self- service site. This in-turn can help improve self-service adoption rates, improve 1st call resolution into call center, help reduce call volumes, and definitively improve customer retention and satisfaction.