| Avoke | 1. Caller Experience Dashboards 2. Analysis Workbench 3. Drill Down & Listen | 1. Completion rates, Transfer Rate 2. Cross mapping high level parameters without understanding pain points 3. Shortlist calls to listen and troubleshoot IVR issues |
| Chrysalis | 1. Agent Productivity Tools 2. IVR Hardware Monitoring | 1. Tools that supervisors could use to monitor individual agent performance 2. Port utilization metrics / Connection status |
| Clickfox | 1. Traffic Analysis, IVR Path Analysis 2. Crosschannel Analytics | 1. Detailed granular data of path completions, failure points and caller interactions 2. Integration of caller interactions among multiple channels |
| Contact solutions | 1. Application Reporting 2. Analyze high level metrics | 1. Lists of called numbers, calling numbers, Duration, Timings 2. To reduce live agent traffic, improve agent routing |
| Eloyalty | 1. Cross-channel analytics 2. Trend and pattern analysis based on prior experience | 1. Collects data from every possible customer interaction method 2. Provides recommendations based on reducing customer discontinuity |
| Metrica | 1. Detailed IVR customer behavior analysis 2. Troubleshooting IVR performance | 1. Analytics through multiple channels. IVR, Contact Center and Website 2. IVR path analysis, Clustering and Prediction of customer behavior |
| Micro Automation | 1. Self Service Analytics 2. Call Control Analytics | 1. Reporting tool that gives caller choices and success rates without going into whys 2. Agent availability and call duration in real time |
| Nuance | 1. Voice input recognition programming 2. Modules that ease customer interaction | 1. Facilitator for voice recognition systems used within IVRs 2. Efficiency measurement of free style customer interaction |
| TuVox | 1. Self Service Module creation 2. Speech applications for voice recognition | 1. Industry specific voice recognition systems and self service modules 2. Call routing technology to plan IVR navigation |
| Voice Objects | 1. Real Time Analytics 2. Interface with other BI tools | 1. Real-time analysis enabled without requiring additional load or transformation steps and changes automatically reflected 2. High level metrics such as Repeat calls and completion rates |
| Voxify | 1. IVR modeling tools 2. Big picture metrics of IVR utilization | 1. Individual self service modules for each application or 'menu' 2. Call completion rates, call timings and day by day call volume trends |
We would like to hear about people's experiences with these products, the benefits they derived, and where the products need improvement.
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