Platform > Contact Center > Omnichannel Analytics
CUSTOMER ANALYTICS SOFTWARE
Tune in to every word, on every channel
Our omnichannel analytics engine pores over every call, mention, post, chat, text, and email to understand the root cause of customer friction (or delight) and deliver real-time insights to every team in the organization.
Go everywhere your customers are, without going anywhere
If customers are getting in touch, we capture it all. Calls, chats, posts, mentions, and everything in between — it all comes in to one platform where it’s analyzed by our industry-leading customer analytics tools to surface critical business insights.
Get a deeper understanding of every customer with a speech and text analytics engine specially tuned to industry-specific terminology in over 20 languages. Powered by Natural Language Understanding (NLU), it surfaces customer sentiment, effort, emotion, and intent in every interaction, so you know what your customers really need.
Deliver the right experience to each customer, every time
Tailor every touchpoint – from agent interaction to digital journeys – based on automatic intent detection, each customer’s past activity, and individual preferences.
With a 360 degree view of each and every customer, you’ll know exactly what to do next — which channels to reach out on, which rewards they’d prefer, and even which products and services they’ll buy next. Exactly what you need to deliver truly personalized customer experiences at scale.
Make every action the right action
Uncovering insights is only half the battle – it’s what you do with that insight that counts. Combine omnichannel analytics with xFlow — our automated action engine — to notify the right people, raise tickets, and close the gaps, using each customer’s past interactions, sentiment, intent, and behavior to trigger action in the right context.
Deliver unrivaled experiences and
support with omnichannel analytics
Fuel your CX transformation across the organization
Understand customer intent, reduce customer effort and coach agents to be their best.
Find and fix product issues, inform product roadmap and put the customer at the heart of your product experience.
Identify common points of friction, increase digital adoption, personalize digital journeys
Understand the leading indicators of brand health by bringing unsolicited data like social and share of search into your brand tracking
One platform –
safe, secure, and trusted
- FedRAMP, HITRUST, and ISO 27001 certified + robust governance controls, GDPR compliance, and data privacy features
- Comply with GDPR and other privacy laws by easily enforcing what customer data is collected, stored, or deleted to ensure your customers’ privacy is never compromised
- Easily connect to your existing technology with 100+ pre-built connectors for seamless data integrations
- Get all the support you need to become an experience leader with our expert team of XM scientists, implementation, engineering, and support specialists
Customer analytics FAQs
In today’s consumer landscape, where customers interact with companies using a range of different channels, an omnichannel customer analytics tool is essential. It pulls together data points from every channel so companies get a complete picture of what’s happening with every customer, regardless of what channels they use, so they can identify points of friction along the journey and identify opportunities to improve the experience and therefore have a positive impact on the company’s growth.
Customer analytics typically involves using a mix of statistical tests such as key driver analysis, and multivariate regression to identify the relationship between two or more variables (eg how does customers’ feedback for how easy a website is to use, impact the likelihood of them returning to buy from you again). The best customer analytics tools automate these complex analyses and translate the results into plain English, enabling business users to act on the insights without having to have a deep understanding of statistical methods.
Learn more about the customer analytics
Both types of customer analysis can exist at a channel level (eg a website, store, or contact center), or at an omnichannel level, where data and insights are gathered across multiple channels to give a more complete picture of a customer’s total experience with a company.
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