360° view of customer preferences
Most businesses don’t have the necessary platforms to integrate siloed data in a meaningful way. In addition, they don’t have the talent or analytics capabilities to view the customer insights needed to customise interactions. With our customer insights platform, Humanify® Insights Platform, you can turn your customer data into actionable, profitable insights.
Key features of our customer insights platform include out-of-the-box convenience with omnichannel optimisation, the ability to connect all data sources into one single view of the customer, and advanced data visualisation tools and real-time monitoring.
Cloud-based customer data platform
The Humanify Insights Platform is a cloud-based customer and employee data platform that provides brands with a 360° view of their customers’ needs, behaviours, and preferences with the insights they need to deliver a great customer experience. Our solution enables businesses to easily aggregate all of their customer data into a common architecture. This drives better insights, and can help predict customer churn, lifetime value, and the next best action at the individual customer level. We bring together the best of insight-driven consulting, technology, and operations that connect brands and their customers within and across voice, digital, and automated channels.
Personalised experiences at scale
Incomplete data leads to poor business decisions. Through a common data architecture that quickly ingests, cleanses, and enriches data from any source, businesses are able to gain a more holistic view of their customers and contact centre operations to discover insights that will drive impact across their business. Our insights platform also enhances associate performance and enables them to deliver more personalised experiences at scale.
Customer insights powered by our
Humanify Insights Platform
Based on client data there are opportunities to improve, such as contact centre efficiency, associate productivity, and customer experience.
Drivers of Churn
Predicts the likelihood a customer will cancel their service in the near future, based on if the customer is highly satisfied/ dissatisfied after a recent contact.
and Call Routing
Route calls to the associate predicted to best serve an incoming contact (e.g., highest potential to successfully sell, lowest predicted handle time, highest predicted NPS, etc.).
Advanced data visualisation tools to report on critical associate and business metrics (e.g., associate training dashboards, omnichannel dashboards, etc.).
Improve future performance of inbound and outbound campaign results.
Predicts how likely a customer is to contact the company and the most likely reason for the contact.
Performance and KPIs
Identify if the associate was responsible for NPS/CSAT survey results or other business action.
Alert support centre with early warning of possible trending customers issues.