Capturing and analyzing interactions regardless of the channel can provide tremendous benefits to any organization. Far too often, organizations take a multi-channel approach, looking at the data for each channel as separate one-offs rather than viewing and analyzing the data collectively.
Calabrio Analytics enables you to view and analyze your data in a true omnichannel fashion and gain insights in these four primary areas:
• Individual Customer Journey Mapping
• Customer Journey Trending
• Process or Issue Identification
• Channel Effectiveness