Joulica reporting metrics preserve key reporting data from your on-premises solution when you migrate to Amazon Connect.
Analyse Lex, Contact Flows, Queue and Agent performance in real-time. View adherence against KPI targets, customer journeys and custom CX metrics
Utilise predictive analytics to choreograph rich customer journeys that span digital and voice, automated and assisted. Optimise customer retention and key KPIs.
From graphical realtime dashboards to rich historical reports and analytics, we enable organisations to drive higher levels of customer service efficiencies and customer satisfaction. Users can create, edit and share dashboards and reports, with fine-grained authorisation ensuring that data is always secure.
Our event-driven architecture works across single and multi-region Connect systems and ensures that dashboards provide realtime instantaneous and intraday metrics with our data warehouse capabilities enabling rich trend analysis and drilldown capabilities. We support dozens of dimensions across the Amazon Connect solution – including inbound Dialled numbers, Contact Flows, Lex, Queues, Agents, and Post Call surveys, plus the ability to create custom metrics.
We remove the friction associated with reporting during Contact Center migrations through our ability to maintain familiar metrics and reports that are critical to operations and business teams. Our platform supports the common attribution models used by the main Contact Center vendors and where necessary custom realtime and historical metrics can be created to satisfy individual organisation requirements.
For complex Contact Center migrations that are planned to take place over extended periods of time, you benefit from a single pane of glass over both the legacy and Amazon Connect environments, allowing users to deliver consistent customer service during the transition period.
Always know why Lex conversations aren’t driving the levels of containment you expect or are leading to poor customer satisfaction. Use our realtime and historical analytics to optimise intents which are leading to high levels of agent transfers or causing customers to abandon, perhaps only on one channel. Integrate Financial, CRM and Survey data to drill down based on customer profiles and optimise business outcomes such as revenue, NPS and retention.
For organisations utilising Contact Lens, we provide realtime dashboards and historical analytics that correlate Call drivers with Agent Handling Time, Customer satisfaction and sentiment, promoting a culture that optimises both the customer experience and cost to serve. Agent quality metrics can be continuously improved, such as compliance with industry regulations and corporate standards.
We make it easy to integrate Amazon Connect data with external data sources to generate unified analytics for customer service professionals. From Salesforce and other CRM systems to Financial and Customer Profile data, we allow custom metrics, dashboards and reports to be generated which provide a holistic view of the full Contact Center operation.
When multiple technology platforms are used for individual customer channels, our platform provides unified analytics across all of these, including web and mobile data. When survey data has to be analysed to assess team, agent, queue or even Lex performance, we provide the detailed insights needed.
Our insights cover the full customer journey across all touchpoints. From understanding why customers contact the call center following a website interaction to understanding which journeys result in the highest sales or customer satisfaction. Integrate the voice of your customers via our ability to incorporate both speech analytics and survey data.
Use these realtime analytics to orchestrate experiences through next best actions and personalised offers using existing tools such as Salesforce. We allow journeys to be segmented by customer intent, product lines or any set of custom defined attributes including customer segments. Use our ability to correlate journeys with sales and retention to drive increases in business level KPIs.
Joulica reporting and analytics for Amazon Connect Cases provides all of the critical KPIs necessary to analyse and optimise case management workflows.
The Joulica platform is an out-of-the box solution that provides the key metrics needed to manage customer Cases within an organisation. The solution automatically transforms the data streams from Amazon Connect Cases and produces key metrics, such as first contact resolution, case status tracking and case re-opens. Users can utilise Amazon Quicksight for report creation, sharing and scheduling. Where organisations have standardised on other BI tools, these can also be utilised for reporting.
See how Amazon Connect and Joulica work together to improve the customer experience. The solution is available in all North American and European regions.