360° Customer Intelligence
Arvato’s analytics platform, Enliven CEM®, integrates customer’s critical information from varied data sources and interaction channels. This creates a three-dimensional profile for each customer with analytical algorithms on top, enriching the art of customer service and driving customer loyalty.
This omnichannel integration enables customer service agents to engage each customer in a more efficient manner through context driven solutions.
Integration of data across all interactional and transactional touch points to provide a seamless customer experience.
Single view of all customer data and respective insights, including lifecycle stage, customer satisfaction, transaction patterns.
Sophisticated analytics based on transaction and interaction history to proactively predict the reason for the inquiry.
Customer calls in to resolve dispute in billing charges or Customer approaches agent through chat to track his shipment which is delayed. The holistic view with resolutions contextualized would help executive with exact reason customer reached out as well as resolution for the same without executive having to toggle screens and probe customer.
The action can be reactive i.e. when customer calls or proactive i.e. Reaching out before customer calls.
Context based reach out programs to loyal customer through the holistic understanding across channels either proactively or even when the customer has reached out for a service