Advanced Analytics Harnesses the Power of Data to Improve Customer Experiences and Drive Revenue Growth

Broadvoice, a leading global customer experience (CX) technology provider, has announced the launch of enhanced reporting and journey management capabilities designed to improve the overall customer experience. With Advanced Analytics, organizations can optimize customer interactions, streamline operations, and boost agent productivity.

João Camarate, Chief Technology Officer at Broadvoice, highlighted the significance of this upgrade:
“Broadvoice’s Advanced Analytics simplifies the complexity of data, making it accessible and understandable for users of all levels. With actionable insights to make strategic, data-driven decisions, businesses can easily optimize people and processes, leading to improved service levels and revenue growth.”

What’s New with Broadvoice Advanced Analytics

Consolidated Customer Data
Advanced Analytics connects and consolidates customer data across Broadvoice’s CX ecosystem, merging information from both UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) platforms into one user-friendly solution. Key functionalities include:

• Intuitive Dashboards: Access to real-time data and trend analysis.
• Customer Journey Mapping: Tracks the customer journey from start to finish, highlighting engagement opportunities and areas for improvement.
• Performance Insights: Identifies trends, anomalies, and performance gaps for real-time feedback and coaching.

Key Benefits of Advanced Analytics

1. Strategic Insights:

   • Empowers businesses to make informed decisions aligned with objectives and market dynamics.

2. Operational Excellence:

   • Drives efficiency by identifying areas for process optimization, reducing waste, and enhancing service delivery.

3. Proactive Problem Solving:

   • Leverages trend analysis to anticipate and address potential issues before they escalate, enhancing customer satisfaction.

4. Competitive Advantage:

   • Provides a deep understanding of customer interactions, fostering superior customer experiences and loyalty.

Transforming Customer Experience
Broadvoice is revolutionizing the customer experience landscape with its comprehensive CX solution, which integrates GoContact CCaaS and b-hive UCaaS platforms. These tools utilize AI, microservices, and omnichannel capabilities to deliver personalized customer experiences while improving contact center agility and ROI.

The Role of AI in Advanced Analytics

AI-Enhanced Reporting and Journey Mapping
The integration of Advanced Analytics and Broadvoice AI enhances the delivery of accurate, AI-powered experiences. Advanced Analytics provides critical data that the AI uses to visualize and analyze customer and agent behavior.

Earlier this year, Broadvoice introduced a new AI-powered workforce management solution that includes forecasting, scheduling, capacity planning, and staffing adjustments. Upcoming features, such as Post-call AI functionalities like Quality Automation, are expected to launch before the end of 2024.

“With Broadvoice, it’s never been easier or more accessible for mid-sized businesses to deploy and harness the power of AI, workforce management, and Advanced Analytics to improve Customer Experience,” said Camarate.