Emite’s Solutions Consultants worked with the company’s in-house technical team to create a program that would regularly poll speech analytics data directly from Genesys, ingest it into ElasticSearch, and then visualise that data using Emite.
Following the implementation of Emite, the organisation can now reliably collect and report on valuable customer sentiment data.
- Reliable customer sentiment data is now easily reported on by all CX and contact centre stakeholders
- Company leadership regularly receives updates on how customers are feeling and how the contact centre is performing
- Insights from Emite help inform business-critical decisions related to staffing, resourcing, training, and even operational and product decisions
- Data is updated on an hourly basis, so reports and insights reflect the current state of the contact centre
Most importantly, with customer sentiment data now regularly available, customer retention is up, customer happiness is up, and revenue is up!