Customer Intent
Deliver preemptive and proactive interactions with
intelligent journey analytics. Understand customers'
intentions and anticipate their behavior.
Customer Intent
Deliver preemptive and proactive interactions with
intelligent journey analytics. Understand customers'
intentions and anticipate their behavior.
Get to the why behind customer decisions
Customer intent mapping allows you to understand customers’ intentions and anticipate their behavior by using intelligent journey analytics. It weaves a critical thread into your CX efforts by creating context and understanding to accurately determine what the best experience is for that customer.
Gain the insight to be preemptive
Intent mapping is the practice of using data, advanced analytics, and empowered employees to understand why customers interact with a brand. Understanding customer behavior enables brands to deliver preemptive and proactive interactions that achieve the best outcome for the customer and the business.
$3.5Min cost savings led by strategy transformation
Make information actionable
Intent mapping takes your customer experience to the next level by incorporating signals from across the entire customer journey to recommend the best, insight-driven, next action. It uses insight from previous interactions to inform and anticipate future experiences from similar customers for a frictionless experience.
30second drop in average handle time
Deliver the right message at the right time.
Intent mapping is the connective tissue between the customer and the associate. For the customer, it includes their interaction channel and their known intent. The associate uses that information combined with the intent library to offer the next best experience.
62%increase in sales conversion rate with call flow enhancements
Top 3 trends for elevating CX with automation in 2025
The power of AI and intelligent automation is undeniable, and technology is evolving faster than ever. There are many benefits automation brings to contact centers – well beyond just cost containment – but brands need to be thoughtful and strategic when deciding where and how to use it.
Top 3 trends for elevating CX with automation in 2025
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