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Customer care analytics

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Customer care analytics

Customer Care Analytics enables operators to continuously improve and optimize their customer care and business processes. Customer Care Analytics allows operators to leverage the wealth of intelligence embedded within customer care sessions and their associated workflow steps to improve the customer experience in the connected home.

Using Customer Care Analytics, operators can:

  • Identify newly emerging customer issues that drive up call volume
  • Identify workflows that have the most/least value to the business
  • Visualize workflow statistics to quickly identify optimization opportunities
  • Generate meaningful and timely reports to understand the most effective paths in workflows

In Customer Care Analytics, the data that is collected is related to the performance and execution of customer care sessions: workflow definition and execution data, CRM and case data, customer satisfaction data and net promoter scores (NPS), and call center agent data. This data is stored in Pentaho’s Hadoop Distributed File System (HDFS) and various workflow and path analysis KPIs are calculated and stored in a Relational Database Management System (RDBMS) within Pentaho. The data is then surfaced into Pentaho’s visualization dashboards, including optimization and reporting dashboards.