Enghouse Interactive

OCTOBER 21, 2020

That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) These interactions will become longer – so traditional productivity measurements and benchmarks will no longer be relevant and will have to be redefined.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Pointillist

JULY 25, 2018

Operational Metrics: First Call Resolution (FCR). Pointillist can handle data in all forms, whether it is in tables, excel files, server logs, or 3rd party APIs. 3rd Party APIs: Pointillist has a large number of connectors using 3rd party APIs. Customer Effort Score(CES). Financial Metrics: Revenue Growth.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

Pointillist can handle data in all forms, whether it is in tables, excel files, server logs, or 3rd party APIs. During onboarding, the data will remain on your Pointillist-hosted SFTP server until the customer success team has created and quality-checked the requisite ingestion script. This process typically takes 1-2 days.

Analytics 43

Analytics Metrics Government Journey mapping 43