Contact Center Analytics

Utilise unified real-time, predictive and historical analytics across digital and voice environments. Optimise automated, assisted and cross-channel experiences.

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Product Insights

Joulica integrates with real-time and historical data sources to produce a single source of truth across all channels. Our event processing technology ingests, normalises, and enriches raw data sources to produce standardised analytics across all customer interaction channels. These analytics are available for visualisation, API-based integrations, and Artificial Intelligence use cases.

Virtual Assistant Analytics

Optimise the performance of your automated virtual assistants, including containment, routing performance, customer satisfaction, and net promoter scores.

Customisable Metrics

Configure custom metrics that utilise CRM and survey data sources as well as customer journey analytics to optimise the customer experience across all channels.

Mixed Digital and Voice Environments

Analyse performance across mixed digital and voice customer service solutions. Optimise digital strategies and understand where voice is most effective.

Drive Efficiencies

Adapt call center scripting, monitor agent compliance, optimise virtual assistants and orchestrate cross channel journeys.

Key Features

Joulica Contact Centre analytics delivers the customer service insights you need to increase digital adoption, drive efficiencies and improve the customer experience.

  • Heighten security with Containment Analytics
  • Save time with Virtual Assistant Analytics
  • Aplify self-service with IVR Performance
  • Unified Real-Time and Historical Analytics
  • Mixed Digital and Voice Analytics
  • Stand out with Customisable CX Metrics

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Easily visualize, measure, monitor and optimize your customer journeys, all with Joulica’s Data Analytics.

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