Genpact registers its presence in the contact center analytics market with its core analytics service suite – Genpact Contact Center Analytics. The analytics services suite consists of a number of solutions, such as call elimination, KPI reporting, customer satisfaction assessment, and technology assessment. Request
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The call elimination toolkit delivers insights to optimize Interactive Voice Response (IVR) rates, improve First-Call Resolution (FCR) and cross-channel penetration, and eliminate web breakage. Through customer satisfaction assessment, the company builds and deploys integrated frameworks to capture customer interactions and assess call quality. The reporting services enable clients to access readily deployable, customized, pre-built, and best-in-class reporting templates, which can be plugged into the existing customer data sources or hosted data marts with minimal IT cost. These services also include building and managing data marts to capture data from disparate customer service systems, generating on-demand/customized reports.