Use online customer service optimization to improve problem resolution
Turn a contact center into a profit center
Watch the webinar
IBM® Tealeaf® cxReveal makes use of the core functionality of the Tealeaf CX platform—session replay and search—to provide online customer service optimization. Tealeaf cxReveal packages this information into a simple user interface for more efficient use by customer service representatives, sales associates and marketing personnel. Using one-click retrieval, users have instant access to both live and historical customer sessions from any existing CRM solution.
Tealeaf cxReveal helps the Customer Contact Center organization to:
- Accelerate the customer's problem resolution and reduce call-handle time with live customer sessions, and empower customers by coaching them to successfully complete a transaction.
- Gain session history summary reports of historical activities of any given customer.
- Replay session quick views about a chosen customer's session without having to replay the entire session.
- Deliver activity dashboards and reporting to management with insight into CSR usage and training needs.
- Quickly deploy to onsite and distributed employees through universal, web-based access.
Accelerate the customer's problem resolution and reduce call-handle time
- Provide customizable search options that can be directly integrated into an existing CRM console (for example, Siebel, Salesforce.com, Kana, Remedy or custom web-based CRM interface).
- Replay the page-by-page, browser-level recording of the customer's online experience.
- See all actions (for example, link selections), all interactions (such as form field inputs), and any customer experience obstacles (site error messages and others).
- Quickly respond to customer needs without asking numerous questions about their sessions.
- Resolve customer disputes and issues by replaying their actual current or historical activity.
Gain session history summary reports
- Review historical activities of any given customer.
Replay session quick views
- Replay a chosen customer's session at any point in the process without having to replay the entire session.
Deliver activity dashboards and reporting
- Provide comprehensive customer experience management with dashboards and reports to management with insight into CSR usage and training needs.
Quickly deploy to onsite and distributed employees
- Fully integrated with other Tealeaf products to help companies deploy customer experience management capabilities more quickly.
cxReveal QuickTour
Watch a 2-minute video highlighting a few key screens from cxReveal.
Accelerate problem resolution and reduce call-handle time by shadow-browsing live customer sessions.
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Priorita kód: Portfolio