Client Solutions > Analytics

Integrated CX Insights

CX Insight to Action
Optimize Your Contact Center

Analytics Driving Remarkable Customer Experiences

Convergys Analytics brings 40 years of Customer Satisfaction (CSAT)/ Customer Experience (CX) insight AND enhancement capabilities to:

  • Improve loyalty with increased CSAT and Net Promoter scores
  • Optimize contact center operational efficiencies
  • Increase bottom-line results

Your customers are choosing to interact with you over an increasing number of channels. Channel hopping compounds the challenge as your customers now expect that you know where they have been and what they are looking for as they move between your website, chat, email and voice. Intelligence is more critical than ever to ensure that unexpected or unintended actions are not becoming speed bumps on the road to CX success.

Convergys Analytics embeds a seasoned CX analyst within your contact center’s team to identify opportunities for CX enhancements. Information from call recordings, chat interactions. customer surveys, CRM systems, operational data and process documentation is used to identify opportunities for immediate improvement and ongoing optimization.



How We Help

Related Resources

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Effortless Experiences Webinar

In this recorded webcast, John Georgesen PhD explores the challenge of managing customer effort in an increasingly digital world. He presents four steps to ensuring low-effort success, including findings from our research and case studies from leading companies.

Improve In-Home Experiences

Any time a field technician enters a home, the customer's perception of your business is impacted ... for good or bad. We've developed an innovative approach to in-home CX management.

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