Contact centers have been slow in the adoption of advanced analytics. Most suffer from the lack of appropriate resources required to perform in-depth analytics. At best, reporting tools masquerade as analytics, describing just the current state with no actionable insights. Enterprises need to introduce potent, domain specific analytics tools to drive better customer services and customer experience
Despite the availability of a plethora of analytics and BI tools in the market, a majority of contact centers still depend on excel sheets for tracking KPIs and drawing insights. Most enterprise analytics solutions are not viable for contact centers for many reasons. Simply put, they are expensive, resource intensive and are not built keeping in mind the needs of Contact Centers.
Servion has become a partner of choice for contact centers that aspire to transform themselves into agile, digitally-savvy and data-driven Customer Engagement Hubs. With Servion contact center analytics capabilities, they have been able to stay ahead of the curve. Which is why 3 out of the top 5 global banks, 2 out of the top 3 insurance companies and 5 out of the top 10 telecom operator, trust Servion when it comes to their contact centers.
Powered by its two decades of contact center expertise and CX technology prowess, Servion enables over contact centers across 6 continents with an array of offerings from standard dashboards to prescriptive analytics.