[24]7 Journey Analytics is an analytics discovery tool for simply exploring omnichannel customer journeys. It uses advanced path analytics for insights that improve the customer experience (CX) and optimize service operations in three steps.
[24]7 Journey Analytics provides ongoing CX insights, metrics, and performance KPIs with root-cause drill-downs for an entire year available daily, weekly, and monthly.
Determine specific changes you can make to cut costs, improve Net Promoter Scores (NPS) and customer satisfaction, and grow revenue.
Take advantage of in-depth training and best practice methodologies to build the insights you need.
[24]7 Journey Analytics has an intuitive drag-and-drop interface, which enables you to build and analyze customers’ sales and service journeys without learning query language.
[24]7 Journey Analytics identifies the relationship between a specific condition—such as an event, attribute, or activity—and the resulting behaviors.
[24]7 Journey Analytics shows you the most common behaviors of your chosen audiences before and after a defined event along their journey.
[24]7 Journey Analytics identifies and helps you understand common drop-off points and deviations from an expected or defined behavior path.
[24]7 Journey Analytics identifies possible variables for predicting specific customer outcomes or behaviors.
[24]7 Journey Analytics drills down into chat, call, or survey transcripts and combines qualitative insights and quantitative data.
[24]7 Journey Analytics provides a 360-degree view of all customer interactions and touchpoints across systems and channels.
[24]7 Journey Analytics dives deep into individual customer journeys to gain insights.
Identify how to optimize operations and improve CX
Quickly integrate customer event data—from digital channels, voice, and offline—with data in your back-end systems. You can also model time-sequenced events to define users’ journeys and visualize omnichannel channel journeys over time.
Use a simple drag-and-drop interface to successfully identify the relationship between engagement patterns and such outcomes as abandonment, calls, and complaints. Visualize where customers drop off the expected path.
Analysts need to identify the root cause of issues fast. However, the complexity of interactions over time across an ever-increasing number of channels adds too much noise for BI tools. Quickly activate change with simplified root cause analysis and interactive visualizations.
Analysts today spend time preparing data for every hypothesis. [24]7 Journey Analytics lets analysts visually slice, dice, point, and click to discover how to increase digital adoption, what’s driving repeat calls, and more.
Companies today have plenty of data but don’t always know how to find the connections that make it valuable. [24]7 transforms data into meaningful journeys, unifying teams with an omnichannel view. Data-savvy teams can optimize and prioritize across the organization for faster time to transformation.
