Broadvoice Launches Advanced Analytics

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

Harnessing Data to Enhance Customer Experiences and Drive Revenue Growth

Broadvoice, a leading global customer experience (CX) technology provider, announced the availability of enhanced reporting and journey management capabilities for the entire customer experience. With Advanced Analytics, organizations can maximize their customer experience, streamline operational efficiencies and boost agent productivity.

“With actionable insights to make strategic, data-driven decisions, businesses can easily optimize people and processes, leading to improved service levels and revenue growth.”

Simplifying Data Complexity for Strategic Insights

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

Key Features of Advanced Analytics

Advanced Analytics consolidates and connects customer data across Broadvoice’s CX ecosystem by merging data from UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) platforms into one easy-to-use solution. Key features include:

• Intuitive Dashboards: Access to real-time data and trend analysis.
• Customer Journey Mapping: Highlighting opportunities for engagement and improvement.
• Performance Monitoring: Spotting trends, anomalies, and experience gaps for real-time feedback and coaching.

Benefits of Broadvoice Advanced Analytics

• Strategic Insights: Equips businesses with the knowledge to make strategic decisions that align with their objectives and market dynamics.
• Operational Excellence: Drives efficiency by pinpointing areas for process optimization, reducing waste, and improving service delivery.
• Proactive Problem Solving: Uses trend analysis to anticipate and address issues before they escalate, enhancing customer satisfaction.
• Competitive Advantage: Offers a deep understanding of customer interactions, setting the foundation for superior customer experiences and loyalty.

Transforming Customer Experience Through Integration

Broadvoice is reshaping how companies approach customer experience with its comprehensive CX solution, integrating CCaaS and UCaaS capabilities.

• GoContact CCaaS Platform: A cloud-native solution utilizing AI, microservices, and omnichannel capabilities to deliver personalized customer experiences while enhancing contact center agility and ROI.
• b-hive UCaaS Platform: Combines PBX, unified communications, collaboration tools, and integrations with leading platforms like Salesforce and Microsoft Teams, empowering employees to improve customer interactions.

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Advanced Analytics and AI Integration

Advanced Analytics and Broadvoice AI work together to deliver accurate AI-powered experiences. This synergy generates crucial data that the AI uses to visualize and analyze customer and agent behavior. Earlier this year, Broadvoice also introduced a new AI-powered workforce management solution featuring:

• AI-backed Forecasting and Scheduling
• Capacity Planning and Staffing Adjustments
• Voice AI Workflow Builders: Automating responses and tasks without involving a live agent, with post-call AI functionalities expected to be released before the end of 2024.

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

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Conclusion

Broadvoice’s Advanced Analytics empowers organizations to leverage data effectively, enhancing customer experiences and driving growth in a competitive landscape.

Source – Businesswire