Conversation Mining App by LivePerson brings the Power of Celonis to the Front Office. Combine process and omni-channel conversational data from Voice and digital interactions — even in Hybrid environments — to visualize the end-to-end consumer journey, understand operational performance and answer key questions with proactive access to the voice of the customer. using the many integrations and action flows available from Celonis, brands can drive automation and outcomes based on what's showing up in customer conversations in near real-time.
This is where LivePerson and Celonis Combine their Strengths:
Improve contact center and sales performance, reduce operating costs, and proactively act on opportunities to build brand loyalty and retention — all while reducing risks associated with compliance and fraud.
Respond to performance trends (AHT - Average Handle Time, FCR - First Call Resolution, Up-sell).
Increase revenue (New Accounts).
Improve customer satisfaction and retention.
Reduce operating costs (efficiency and training costs).
The executive view; reporting MTD and YTD performance on key KPIs.
Agent Quality detail page that includes key metrics such as FCR, AHT, Sentiment Change and overall Agent Quality.
Detail of credit card account open results by team and agent, along with reasons for missed opportunities.
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