Avoke Analytics

Avoke Analytics

The pursuit of an improved customer experience is never ending. Optimize your customer experience (CX) with Avoke Analytics, the only contact center solution to capture the complete customer journey from dial to hang-up.

    • 10 – 15% reduced agent handling time
    • 20 – 30% decrease in customer dissatisfiers
    • 10% reduction in transfers identified as unnecessary

Avoke helps businesses retain customers by providing immediate, actionable insight to create the best possible experience by improving a wide range of customer care processes, including automation, bill collection, sales and third-party processes.

The result is a consistent, effortless CX that attracts customers and drives loyalty for your brand.

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Most organizations track call volume and resolution. What many lack is insight into why people call and how each step affects overall CX. Avoke lets you hear directly from customers to gain first-hand knowledge about your services, products and competitors.

Avoke captures the full engagement experience, including all automated, agent-assisted and outsourced segments. It then visualizes the data to map the journey and show opportunities for improvement across the interaction, making it possible to reduce call volume and lower costs per call by optimizing agent and IVR performance.

Unlike other analytics solutions, Avoke tracks calls through transfers, collecting data through the entire call (dial to hang-up). From dial to IVR to queues to your contact centers and partner sites, Avoke follows transfers and measures effectiveness at every stage of the journey.

Begin call recording on day one to achieve time-to-value faster. As a cloud-based solution, Avoke works without IT requirements. Plus, enjoy more benefits down the road through West’s CX practice, helping you increase self-service, improve first-call resolution, reduce agent-to-agent transfers or reach other goals.

Built on a wealth of experience and patented technology, the Avoke platform simplifies complex problems. By capturing and analyzing data, Avoke helps businesses identify opportunities with real, effective outcomes, helping you engage and retain customers, drive profitability and be your best brand.