Insight into every customer interaction across the full customer journey.​

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Unique insights across the whole customer journey

Contact Centre

Email

Chat

Social Media

Mobile

Web

What to expect with Datatrack

Happy Customers

0 +
INCREASED NPS

Datatrack reduces customer effort by creating better customer journeys, customers will spend more and contact you less when their journeys are effortless.

Engaged
Agents

0 %
REDUCED ATTRITION

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.

Reduced
Costs

- 0 %
REDUCED CONTACT VOLUME

Automation immediately reduces effort for customers & agents which manifests operationally as repeat contacts, high AHT, hold and transfers.

“With data and insight through Datatrack, you can walk into any contact centre and find 10 things that will save money, fast as well as see considerable ROI.”

Head of Insight and Reporting. Telcom Tweet

In the pursuit of effortless customer experiences, Datatrack utilises Artificial Intelligence (AI) and insights to empower agents and make contact centres profitable.

DT-ICON-CustomerJourney

Connect

Datatrack connect into any system and into every interaction your customer makes along their journey and will immediately identify ways to reduce costs.

DT-ICON-AgentFeedback

Engage

Datatrack drives tangible improvements to the customer experience by empowering agents and surpassing customer expectations.

DT-ICON-Loop

Automate

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 

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