Leveraging data from each touch point across the customer journey to deliver actionable insights & tangible business impact
Datamatics CX Analytics enables businesses to derive data-driven insights to deliver better and consistent customer experience. We enable real-time and actional insights across customer behavior, markets, competitors, and demand. Our offerings address a broad trajectory, including operational analytics, contact center workforce performance, customer experience measurement, customer and marketing insights, voice of the customer analysis in an omnichannel environment, sentiment analysis, to omnichannel marketing & lead generation analytics, and business revenue KPIs analytics. Datamatics CX Analytics enables businesses to identify gaps and take corrective actions through intelligent interventions, and take their data maturity to the next level to gain a 360-degree view of the customer.
Datamatics CX Analytics Offerings
Contact Center Operational Analytics
Generate interaction-driven insights for workforce management
Derive 360-degree view of KPIs, such as call hold time, drop rate, transfer rate, AHTs, FCRs, etc.
Retrieve Call Volumetrics & Disposition/Outcomes
Forecast seasonal fluctuations for staffing and competency development
Generate insights about agent performance and satisfaction
Customer Experience Measurement
Generate voice of the customer (VoC) insights with Speech & Text Analytics and Sentiment Analysis
Forecast the Customer Lifetime Value (CLV)
Build What-If analysis and KPI simulators
Create Contact Driver Analysis to identify and bridge the CX gaps
Build recommendation engines & next best actions frameworks
Customer and Marketing Insights
Build Marketing Mix Modeling (MMM) for Campaign Effectiveness
Generate CRM analytics for Loyalty Marketing
Build on Hyper-personalization for targeted customers
Generate product clustering for cross-sell/upsell and bundled offerings
Generate analytics for customer attrition/churn & lapse
Create marketing & lead generation analytics
Frequently Asked Questions
What is Datamatics CX Analytics?
Datamatics CX Analytics generates real-time and actionable insights across all touch-points in the customer journey. We provide a deeper understanding of the customer to drive better interaction, experience & outcomes.
How does Datamatics Customer Experience Analytics help businesses?
Datamatics CX Analytics enables businesses to leverage data to generate insights across their omnichannel journey. We enable businesses to identify gaps in the existing data practices and bridge them through intelligent interventions.
