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.
Optimise the performance of your automated virtual assistants, including containment, routing performance, customer satisfaction, and net promoter scores.
Configure custom metrics that utilise CRM and survey data sources as well as customer journey analytics to optimise the customer experience across all channels.
Analyse performance across mixed digital and voice customer service solutions. Optimise digital strategies and understand where voice is most effective.
Adapt call center scripting, monitor agent compliance, optimise virtual assistants and orchestrate cross channel journeys.
Joulica Contact Centre analytics delivers the customer service insights you need to increase digital adoption, drive efficiencies and improve the customer experience.