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Omnichannel Analytics

Introduction to Omnichannel Analytics

There is an increasing requirement for omnichannel analytics, including email, text chat, IVR and web browsing sessions, to get the full picture of the customer’s real journey in a single interaction, in order to identify and improve any channels that failed to fulfill their requirements. Improving self-service optimization is often a quick win that can provide immediate economic benefit to businesses: in the US, a mean average of 26% of calls that go into an IVR system are ‘zeroed-out’ -rejected by the customer in favor of an operator, which is a huge opportunity missed.

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