A true 360° business view with social functions to leverage exchanges between customer representatives and consumers
Companies that consistently deliver a great customer experience have realized business benefits far beyond improving customer loyalty and profits.
A holistic view of all customer events/actions/requests that complements and goes beyond CRM systems helps companies streamline the customer experience. It provides users with preemptive knowledge – from multiple sources – to paint a true picture of each customer’s expectations when he or she engages with the company.
EXALEAD OneCall provides a 360° view of the customer journey, with social levers to create great user experiences.
Bridging agents/representatives seamlessly with customers’ expectations will build trusted relations, drive higher revenue and lower costs, leading to improved efficiencies and happier employees.
EXALEAD OneCall is an innovative solution for delivering exceptional customer satisfaction.
- The best of data intelligence, awareness and semantics
- A predictive business recommendation engine
- A full internal collaborative suite and native access to Internet content to extend the power of internal information
- A non intrusive technology
Eovi Mcd mutuelle Insurance Customer Story
Eovi Mcd mutuelle assists its members with EXALEAD OneCall. Frédéric Louis, Eovi Mcd mutuelle CIO, explains how he chose and implemented the OneCall solution to offer employees a 360° view of member information.
Our most important system, the user information database, which contains over two million members, took only 15 minutes to index which is remarkable.
- Reduce the time to answer customers - measured by average call length
- Avoid escalation to respond - measured by first call resolution rate
- Reduce training time - measured by average training cost
Improve Customer Relationships
- Meet and exceed customer expectations
- Promote unified actions throughout the ecosystem
- Allow customers to interact with companies smoothly using mobile/self-service applications – contact/call deflection
- Understand the customer viewpoint
- Recommend Next Best Actions and bundle offers
- Drive business opportunities
- Avoid the middlemen
- Allow affordable digital transformation
Reveal: Obtain a 360° view of the customer journey
- Reveal hidden opportunities
- Structured & Unstructured data
- Inside or outside the enterprise
Listen: Monitor multi-channel customer behavior
- 14 years of experience in semantic analysis
- Fully integrated into the solution and ready for use
- Real-time observation and interpretation of company-wide information for faster decision-making
Share: Social functionalities in real time
- Internal follow, watch your stream, post, repost, share, add to your playlist, learn
- All agents are interconnected by data--and interact with customers
Enrich: Empower sales representatives with the Next Best Action, extending their customer understanding
- Native access to the power of the Internet
- Use Internet data as you need to leverage the knowledge of customers and make business recommendations
Engage: "What to do now?"
- Real-time business recommendations aligned with company strategy
OneCall can help...
- 360-degree view of the customer for all channels
- Data-driven collaboration with everyone in the company
- Relevant analytics to explain, anticipate & detect actions
Technicians & Sales Associates in the Field
- Easily-configurable screens
- Weapon for answering over-informed customers
- High-performance on the go
- A powerful 360-degree view providing the best answer in only “one call”
- The right contextual information at the right time
- The next best actions to proceed
- Personalized selling
- In-context customer histories
- Secured opportunities
- Clear answers to their questions
- Proactive solutions
- Fast, personalized 360-degree view
EXALEAD OneCall is a “360° customer” solution that collects, indexes, analyses and uses the company’s information to boost agents’ performance, improve customer satisfaction and cut operating costs.
One of the most innovative functions of OneCall is how it facilitates internal collaboration. Thanks to its capability to manage raw data, the solution is able to show all the events that employees want to “follow” and pushes to them information they may be interested in.
As a customer needs assistance and tries to reach a customer service agent, EXALEAD OneCall, in association with a third-party routing system, scores each interaction.
The SelfCare function is dedicated to the customer. App-shaped, it provides a screen interface which makes the customer able to fully manage his customer experience, right from a mobile.
Learn from data to anticipate customers’ needs, to identify behaviors and then propose new offers or prevent attrition. These actions are now manageable automatically via the EXALEAD OneCall Insights module.
The goal of this white paper is to propose an overview of the challenges that businesses are facing in their customer relations. It also looks at how customer engagement solutions are changing for customers, in a resolutely new world.