| E.piphany Service |
Customer satisfaction has never been more important. And never before have customers had such an abundance of choices. The significance of customer loyalty and retention is being completely redefined. In addition, maintaining balanced operational costs is a challenge because most contact centers are responsible for boosting customer satisfaction while managing costs closely. To meet all of these requirements, businesses must understand how resources are best allocated in the contact center.
E.piphany Service helps you protect your company's most valuable asset: your customers. By making your customer service organization more responsive, informed, and helpful, E.piphany improves the experience customers have with your organization. This translates into improved customer satisfaction, higher retention, and increased competitiveness.
With customer analytics at their core, the E.piphany Service applications not only capture and manage customer information, they also provide consolidated cross-media insight into the contact center operation. Using powerful data-mining, OLAP, and real-time analysis, the system can identify customer trends, understand churn patterns, recommend optimal cross-sell or up-sell offers, and route inquiries based on a customer's profitability. These customer insights can be used to optimize contact center operations by, for example, prioritizing inquiries from high-value customers and routing customers likely to churn to special agents. E.piphany's analytical capabilities can be applied to analyze the performance of the contact center itself, including such elements as agent effectiveness, request handling times, case loads, and more, to ensure that your customer service department is operating as effectively as possible.
The following products are part of the
E.piphany Service product line:
E.piphany Service Center
E.piphany Service Portal
E.piphany Dialogs
E.piphany Real-Time
E.piphany Insight for Contact Centers.
Key Benefits:
Enables your company to speak with a single voice.
Arms every touchpoint with the customer's complete story
Integrates sales, marketing, and service functions
Allows you to reward loyal customers through customer analytics
Empowers the organization to deliver exceptional customer service