Due to High call volumes and multiple siloed systems, less adoption to Chat platforms CX is heavily affected. Prodapt's Data enabled Contact Centre Digitization focused on CX App focuses on monitoring call drivers, including key KPIs/Metrics and helps users intelligently trigger actions based on the issue types.
This is where Prodapt and Celonis combine their Strengths:
Monitoring key KPIs like Improving Low chat containment rate, Focus on End-End Customer Journey, and fast-paced Adoption reducing escalations.
Monitor Adoption Trends.
Take Actions intelligently to improve Business Objectives.
Contact Centre KPI View for monitoring the KPIs.
Chat Containment Rate and First Call Resolution analysis and trends.
KPI Benchmarking Analysis.
Dashboard View with Contact Centre.
Summary View for analysis and realizing trends.
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