AVOKE Call Flow Analytics capability enables you to drill down and solve specific, high impact problems with the contact center experience. Analyzing the flow of calls throughout your call centers with Call Flow Analytics, you can improve customer experiences while you streamline complex processes.
Call Flow Analytics enables you to see the impact of routing strategies on key performance indicators such as abandonment rates, hold times and number of transfers. It also allows you to uncover ways to reduce call volume and the factors driving costs per call such as handling times and agent effectiveness. By improving processes at a macro level, you can radically improve first call resolution rates and identify areas of improvement that boost customer experience.
With AVOKE Call Flow Analytics you can increase net revenue serviced by your contact centers and at the same time lower costs.