Client Solutions > Analytics

Integrated CX Insights

CX Insight to Action
Optimize Your Contact Center

Analytics Driving Remarkable Customer Experiences

Convergys Analytics brings 40 years of Customer Satisfaction (CSAT)/ Customer Experience (CX) insight AND enhancement capabilities to:

  • Improve loyalty with increased CSAT and Net Promoter scores
  • Optimize contact center operational efficiencies
  • Increase bottom-line results

Your customers are choosing to interact with you over an increasing number of channels. Channel hopping compounds the challenge as your customers now expect that you know where they have been and what they are looking for as they move between your website, chat, email and voice. Intelligence is more critical than ever to ensure that unexpected or unintended actions are not becoming speed bumps on the road to CX success.

Convergys Analytics embeds a seasoned CX analyst within your contact center’s team to identify opportunities for CX enhancements. Information from call recordings, chat interactions. customer surveys, CRM systems, operational data and process documentation is used to identify opportunities for immediate improvement and ongoing optimization.



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Webinar | A Closed-Loop Ecosystem: The Missing Link

Great CX doesn't just happen - everyone has a role in bringing VOC to life. In this recorded webcast, learn how industry leaders are using closed loop strategies to create an accountable CX culture.

Convergys is named a 2017 Top Research Firm by the AMA

You need a full-service partner expert in a wide range of research techniques, and a team of experienced analysts to interpret the findings. Now your search is over.

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