Real-time analysis of response times and service levels to maintain the link between resources you need, and the results you want to achieve.
Have the ability to see things through your customers eyes. Track your communication with customers at every touch-point in their preferred channels.
Identify and quantify root causes by monitoring objectives and key results to keep contact handling as focused as possible.
Correlate quality observations with key results to understand how the organisation’s mission is related to contact center activities and results.
Improve your customer experience by visualizing, measuring, monitoring and optimizing your customer journeys.
Optimise your Amazon Connect solution with a rich suite of realtime, historical and predictive analytics. Joulica accelerates your migration from on-premise implementations, provides innovative analytics on Lex powered conversations and analyses the full customer journey.Learn more
The Joulica platform unifies data across hybrid digital and voice environments to deliver a unified set of realtime and historical analytics. Measure digital containment, virtual assistant performance on voice and digital, customer satisfaction and sentiment in addition to standard contact center metrics.Learn more
Blend data from digital, traditional voice and emerging channels into customer journey analytics enriched with business and customer context. Optimise digital engagement, measure customer perceptions, predict next best actions and drive increased customer loyalty.Learn more
Integrate our analytics into your existing workflows to optimise self-service strategies on both digital and voice channels. Deliver deep insights to customer service representatives that are gleaned from the full customer journey to drive personalised experiences.Learn more
Whilst the industry agrees that data analytics are the foundation of modern customer experiences, organisations face constant challenges with integration issues and data siloes. The end result is inconsistent experiences across channels and inefficient use of digital and self-service options. The Joulica platform solves these challenges and enables organisations to deliver contextual, efficient and beautiful customer experiences.
of organisations prioritise customer experience measurement and KPIs.
of organisations deliver consistency across touchpoints.
of customers experience analytics solutions meet needs.
In addition to rich visualisation capabilities, harness the power of our realtime and predictive analytics by adapting service, workforce optimisation, sales and marketing strategies through integration with our APIs.