SPECTA CARE
SPECTA™ CARE is our product for the custome care. Its offers an integrated view about every customer to the customer care executive. It empowers the executive to stay a step ahead by providing him/her insights about the customers’ pain-points leading to statisfactory resolution of customer complaints.
360 Degree
Customer Insights
Customer Insights
Integrated single
sign-on login
with CRM
sign-on login
with CRM
Real Time
assessment
of Customer
Complaint
assessment
of Customer
Complaint
Performance
KPIs visibilty
per Customer
KPIs visibilty
per Customer
Get first
time Right
to Reduce
Costs
time Right
to Reduce
Costs
Liability Avoidance
Product Highlights
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.
Product Features
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.
Real Time
Throughput
Minute wise real time throughput . Measure throughput while on the call with the customer.
Hourly and Long
term Usage Trends
Measure current and historical usage pattern and identify usage deviation trends for every subscriber . Deal differently in case of any churn indictors.
Liability Avoidance
Insights on all the session wise browsing content consumed by the customer to deter Billing Doubts.
Rich Visualization
Offers visually appealing, responsive and customisable data sets that enriches user experience and empower them to take out meaningful data from the UI.
Integrated single sign-
on login with CRM
Single sign login with the CRM. No need to manage different logins and passwords. Integrates into the CRM.
Hourly Customer
Experience Index
Easy to understand emoji based Hourly Customer Experience Index to communicate the experience of the customer.
Performance KPIs Visibilty
per Subscriber
KPIs per subscriber to quickly identify and understand the problem of the subscriber.
RAT-wise Bifurcation
Visibility on the usage/ duration spent on 2G,3G or 4G and compare it with the application usage to quickly identify streaming issues.
Track Customer
Complaint History
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.
Microscopic view
of customer's activity
to L1/support teams
of customer's activity
to L1/support teams
Higher First
Time resolution
Time resolution
Reduction in
Calls to
Help Desk
Calls to
Help Desk
Reduction in
Truck Rolls
Truck Rolls
Reduction
in Churn
in Churn
Seamless
Integration
with CRM
Integration
with CRM
Product Benefits
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.