Insights360 (Avoke)

Advanced end-to-end analytics from dial to disconnect​

New Insights for Customer Interactions​

Insights360 is the only analytics solution that captures end-to-end interactions from dial to disconnect and across media, including time on hold, self-service interactions, transfers to a live agent, and third-party services. Listen to calls from the customer’s view and get the data needed for confident decision making.​

Reduce Agent Handling Time

Decrease Customer Dissatisfiers

Avoid Unnecessary Transfers

 

Key Benefits

End-to-End Dashboard

Unlike other analytics solutions, Insights360 tracks calls through transfers, collecting data through the entire call, including your IVR, queues, contact center and partner sites. Insights360 follows transfers and measures effectiveness at every stage of the journey from dial to hang up.

CC Avoke Dashboard Tab Screenshot

Customer Care Channel Analysis

Insights360 captures the full engagement experience, including all automated, agent-assisted and outsourced segments. It then visualizes the data to map the journey and show opportunities for improvement across the interaction, making it possible to reduce call volume and lower costs per call by optimizing agent and IVR performance.

CC Avoke Analysis Tab Screenshot

Voice-of-the-Customer Listening

Most organizations track call volume and resolution. What many lack is insight into why people call and how each step affects overall CX. Insights360 lets you hear directly from customers to gain first-hand knowledge about your services, products and competitors.

CC Avoke Listening Tab screenshot
 

Solve Complex Problems with Insights360.

Immediately integrate Avoke into your contact center with no IT requirements. Contact our team to identify new opportunities, find effective outcomes and create great customer experiences.

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