Digital Experience Monitoring Platform

The TruExperience Platform increases your agents’
productivity and experience.

Challenges:

• Call Center operations teams need to make timely hiring decisions. And they need to know definitively if a candidate agent’s remote work environment can deliver what is required.
• Supervisors need to make sure calls are only routed to agents that can deliver the correct level of service.
• The business needs to manage a consistent customer service level and avoid poor CSAT and lost revenue while managing the cost of agents who cannot be productive.
• The challenge is measuring these unique agent and customer-specific metrics from the correct perspective. How can you analyze and remediate issues quickly?

Solution: The TruExperience platform provides meaningful insights that enable analytic and remediation strategies. It manages information across all networks, applications, and services to provide an accurate view of an agent’s predicted experience. The data is enriched through integrations with ITSMs, workforce management, and voice systems, enabling all teams within an organization to make informed decisions.

Better data enables better decisions. This results in higher CSAT, greater productivity, and reduced costs across agent FTEs, supervisors, business organizations, and support teams.