Unique insights across the whole customer journey
What to expect with Datatrack
Datatrack reduces customer effort by creating better customer journeys, customers will spend more and contact you less when their journeys are effortless.
Tap into real-time Voice of the Agent to provide them the right customer data at the right time and see your attrition rates drop as engagement increases.
Automation immediately reduces effort for customers & agents which manifests operationally as repeat contacts, high AHT, hold and transfers.
In the pursuit of effortless customer experiences, Datatrack utilises Artificial Intelligence (AI) and insights to empower agents and make contact centres profitable.
Datatrack connect into any system and into every interaction your customer makes along their journey and will immediately identify ways to reduce costs.
Datatrack drives tangible improvements to the customer experience by empowering agents and surpassing customer expectations.
Constantly learns and adapts, solving problems as they happen and loops what it has learnt back into interactions, in real-time.
Benefits of customer journey automation with Datatrack
Visualise your customer's journey
Datatrack connects into the customer journey and provides visualisations of end to end and real time views.
Exceptional experiences every time
New channels offer more choice, but these journeys are seldom connected or tracked. We connect them all together into a holistic view but also track the effort associated with all touchpoints, so you know where to focus your improvements.
Reduce handle time
Utilising customer effort scoring our system proactively reinforces process and provides guided direction to reduce agent effort also known as handle time.
Respond in real-time to your customer's journey
Track customer effort in real-time and proactively guide your customer to their destination with less frustration and effort.
Engage agents to solve customer problems
Disengaged agents will impact your customer experience as they often take the brunt of customer frustrations. Engage them by giving them a voice and the real-time tools to deliver exceptional service every time.
Grow your contact centre
Insight into the who, what, when and how is vital for your business growth. Our intelligent platform gives you this.
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TURN INSIGHT INTO ACTION
See how we leverage Artificial Intelligence (AI) to gain actionable insight into every customer interaction, in real-time