Provide the visibility to Customer Care agents to connect the dots and map out customer journeys using valuable insights and data instead of assumptions to resolve the customer complaint.
One stop shop with an integrated view of the customer’s journey with real time and long terms views on his usage, applications, throughput, colored coded KPIs with drill down facilty to get to the root cause. SPECTA™ CARE can be intergrated with the existing CRM for single sign-on.
Minute wise real time throughput . Measure throughput while on the call with the customer.
Measure current and historical usage pattern and identify usage deviation trends for every subscriber . Deal differently in case of any churn indictors.
Insights on all the session wise browsing content consumed by the customer to deter Billing Doubts.
Offers visually appealing, responsive and customisable data sets that enriches user experience and empower them to take out meaningful data from the UI.
Single sign login with the CRM. No need to manage different logins and passwords. Integrates into the CRM.
Easy to understand emoji based Hourly Customer Experience Index to communicate the experience of the customer.
KPIs per subscriber to quickly identify and understand the problem of the subscriber.
Visibility on the usage/ duration spent on 2G,3G or 4G and compare it with the application usage to quickly identify streaming issues.
Customer care executive will have visibility on the historical complaint history of the customers. The executive will be able to view previous dates and the number of times a customer has called for the same issue or different issues over time.
This product enhances efficiency of the customer care executive by providing real time access to multi dimensional customer insights for improving quality of interaction and satisfying closure of customer complaint.