Omni-channel customer interactions present one of the biggest challenges in today’s contact centers. A large volume of data is available on customers is readily available, but harnessing it to optimize the customer’s experiences requires reporting and analytic tools that can provide actionable insights in real-time. Aceyus’s solutions can save you time and money by helping your contact center reach its peak performance.
Data Consolidation and Visualization for More Efficient Workflows
Aceyus Vault consolidates data in a contact center with custom data adapters. This central repository normalizes and manages your data, greatly facilitating reporting and analytics capabilities. It also consolidates multiple automatic call distributor (ACD) instances with other interaction channels like interactive voice response (IVRs). In addition, Vault merges Workforce Management (WFM) data into reports on hierarchical metrics.
Aceyus Vault allows you to monitor your entire contact center with a single view. It uses standard data adapters that are compatible with most contact center platforms, but it can also provide custom adapters for almost any platform that allows external data acquisition.
The Aceyus Lexicon Hierarchy allows you to organize and display data elements according to your company’s specific structure and terminology. You can also assign custom attributes to reporting objects so you can group data according to your organization’s requirements. Common groupings include customer segment, language, line of business, and geographic region.
Defined Reporting and Distribution
Contact centers generate huge amounts of data from many systems such as CRM, IVR, and WRM, which typically store their data in separate databases. The Aceyus Vault data repository allows users to combine data in new ways that add greater visibility to the customer experience by keeping customers connected to agents throughout their journey. It also normalizes data elements and applies calculations that create a unified view of the contact center, from service levels to contact details.
Aceyus Reporting provides users with an easy-to-use interface that allows them to control their contact center by customizing historical and real-time reports. These reports don’t require SQL or programing skills, only knowledge of the contact center. Aceyus Reporting also allows administrators to grant access to reports and dashboards based on roles and permissions. Its flexible security model also lets them control access to the underlying data and editing tools.
Analytic Solutions for Various Channels and Platforms
Aceyus Analytics provides analytics capabilities that help managers understand their customers’ experiences. They increase insight into the behavior of both customers and agents, allowing managers to take the corrective action needed to make communications more productive. Aceyus Analytics provides empowers contact centers with a better understanding of the reasons for customer contacts and the best way to optimize customer experience.
Aceyus First Call Resolution (FCR) Analysis evaluates a contact center’s effectiveness in meeting its customer’s needs on the first call. It can easily identify repeat calls related to customer satisfaction as opposed to the more desirable sales calls. FCR Analysis also offers insight into the reasons for negative customer experiences and identifies opportunities for cross-selling. Additional benefits of FCR Analysis include the identification of the right combination of skills, products, and services needed to generate callbacks. These capabilities empower call centers to improve customer satisfaction by solving problems quickly.
Call Transfer Analysis (CTA) provides contact center managers with insight into transfer activities. It collects data from various platforms and analyzes it to identify the contacts most impacted by improper transfers. CTA is particularly beneficial for contact centers with complex call routing, which may suffer from improperly implemented algorithms or frequent call dumping. This tool can also provide remedies for avoidable transfers, which is critical for maximizing customer satisfaction and efficient resource utilization.
Contact Center Optimization
Aceyus Director and Aceyus Integration Manager facilitate the distribution of customer information throughout the contact center, allowing users to manage customer experience in real-time. Managers can leverage these solutions to achieve their business objectives quickly and efficiently.
Aceyus Director lets authenticated users modify IVR and routing rules without allowing them to access the contact center’s critical infrastructure. It also provides users with updates on operations in real-time via management tools such as Hours of Operations and Percentage Allocation. Director includes options for adapters and geo-redundant architecture.
Aceyus Integration Manager (AIM) is a configurable platform that facilitates communications between consumer data sources, including computer telephony integration (CTI) platforms and routing domains. It provides the context for decisions on routing and screen pops in a scalable, redundant architecture. AIM integrates with components from other vendors through various protocols and web services.
Aceyus also implements other methodologies and skills that deliver a comprehensive solution to keep customers engaged by assessing their requirements. These include a customized reporting environment that combines an intimate knowledge of the platform with years of experience to transform your vision of reporting into actionable data. The ability to integrate information from non-standard sources like customer databases with the data typically available in a contact center allows Aceyus solutions to generate high-value analytics and reports. These solutions also include audit and consulting services that identify opportunities for improving contact center operations, leading to greater satisfaction of both customers and employees.
Add-On Options for Enhanced Visibility into Consumer Behavior
A variety of add-on options exist for Aceyus solutions that can increase visibility into consumer behavior, including Customer Journey, Repeat Contact Analysis (RCA) and IVR Exit Point Analysis (EPA).
Customer Journey is an analytics function that also works with Avaya ECH Query Tools and Cisco ICM/UCCE. It provides deep insight into customer interactions, including comprehensive reports on each contact. Business administrators often use Customer Journey to investigate problems reported by customers or staff members. Developers also use it to test call-routing and IVR applications.
Repeat Contact Analysis (RCA) identifies persistent contacts in near real-time based on data collected from multiple platforms. This capability is useful because these customers are often frustrated and require higher levels of care. RCA thus offers users the opportunity to provide customers with special treatment in near real-time. IVR Exit Point Analysis (EPA) analyzes the performance of IVR applications based on the path and termination point of calls.
Conclusion
Aceyus is an expert in contact center technology that uses optimized reporting and customizable dashboards to unify multiple platforms and channels. It offers a variety of solutions such as Aceyus Vault, which is a data repository that makes a contact center’s customer experience more visible. Aceyus Analytics helps to optimize that experience by providing a better understanding of customer contacts. Aceyus Director and Aceyus Integration Manager both help users manage customer experience by distributing information throughout the contact center in real-time. If you are looking to integrate your system to an Aceyus system, book a demo to see how the program will benefit your business.
