On October 7, 2024, Broadvoice, a leading global provider of customer experience (CX) technology, announced the launch of enhanced reporting and journey management capabilities designed to elevate the entire customer experience. With its Advanced Analytics solution, organizations can now maximize customer satisfaction, streamline operations, and boost agent productivity.
“Broadvoice’s Advanced Analytics simplifies complex data, making it accessible and easy to understand for users at all levels,” said João Camarate, Chief Technology Officer at Broadvoice. “With actionable insights to drive strategic, data-based decisions, businesses can easily optimize their teams and processes, leading to improved service levels and revenue growth.”
Discover What’s New with Broadvoice Advanced Analytics
Broadvoice’s Advanced Analytics consolidates customer data across its CX ecosystem, integrating information from both UCaaS and CCaaS platforms into one intuitive solution. Equipped with real-time dashboards and trend analysis, Advanced Analytics maps the entire customer journey, identifying opportunities for improvement and engagement. It also highlights trends, anomalies, and performance gaps, enabling real-time feedback and coaching for agents.
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Key benefits of Broadvoice Advanced Analytics include:
- Strategic Insights: Empowers businesses to make data-driven decisions aligned with their goals and market dynamics.
- Operational Excellence: Pinpoints areas for process optimization, reducing inefficiencies and improving service delivery.
- Proactive Problem Solving: Utilizes trend analysis to identify and address issues before they escalate, enhancing customer satisfaction.
- Competitive Advantage: Provides deep insights into customer interactions, laying the foundation for exceptional customer experiences and increased loyalty.
Broadvoice is revolutionizing customer experience management by integrating its contact center (CCaaS) and unified communications (UCaaS) solutions into a comprehensive CX platform.
The GoContact CCaaS platform delivers a breakthrough cloud-native solution that leverages AI, microservices, and omnichannel capabilities to create personalized and optimized customer experiences. It also enhances the agility and ROI of contact centers. Meanwhile, the b-hive UCaaS platform combines PBX, unified communications, collaboration tools, and integrations with platforms like Salesforce and Microsoft Teams, empowering employees to improve customer interactions and make informed, data-driven decisions. Together, these platforms enable businesses to deliver seamless, data-rich communication and collaboration, significantly enhancing the customer experience.
How Advanced Analytics and AI Work Together
Accurate reporting and journey mapping are essential for delivering AI-powered experiences. Advanced Analytics and Broadvoice AI are complementary technologies that work together to visualize and analyze customer and agent behaviors.
Earlier this year, Broadvoice introduced an AI-powered workforce management solution, offering AI-driven forecasting, scheduling, capacity planning, and staffing adjustments. Additionally, the company recently launched Voice AI workflow builders, which intelligently automate responses, complete tasks, and trigger follow-up actions—such as sending a text after an ICR interaction—without the need for a live agent. Broadvoice is also planning to release post-call AI features, including Quality Automation, before the end of 2024.
“With Broadvoice, it has never been easier or more accessible for mid-sized businesses to deploy AI, workforce management, and Advanced Analytics to improve the customer experience,” added Camarate.