Custom interactive reporting solutions that help organization manage complex CX programs
Solutions
Multi-BPO
Managing and optimizing BPO performance requires working with both Real-time monitoring and historical BI, often in concert. katCX provides maximum flexibility and speed in comparing performance across active BPOs and across history.
With interactive, attribute-based segmentation, CX teams can zero in on BPO-specific problems and opportunities in minutes, without any need for support from IT or data science depts. Be it across services, agents skills, or forecasts, katCX can provide immediate and actionable answers to help with planning, execution and negotiation of BPO operations.
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Use Case
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An international bank manages a complex CX ecosystem comprised of multiple BPOs and in-house call centers, divided across regions, services (e.g., loans, credit cards, savings), and operational divisions (e.g. inbound and outbound).
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KatCX's interactive, attribute-based segmentation allows the bank's CX ops team to diagnose issues and identify opportunities in minutes.
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1. Unified Real-Time and Historical Monitoring
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Compare current BPO performance with historical trends across standard and custom KPIs and metrics.
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Identify patterns in BPO performance over time to inform negotiations, strategy, and resource allocation.
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2. Flexible Attribute-Based Segmentation
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Segment data by combinations of attributes such as region, service type, agent skill level, and operational mode (inbound/outbound).
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Quickly identify specific issues, such as poor agent performance in a particular BPO or low satisfaction in a specific service.
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3. Immediate, Actionable Insights
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Detect and address underperformance in real time, such as a spike in call abandonment rates or handling times in a specific BPO.
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Identify high-performing BPOs or teams and replicate their strategies across other operations.
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4. Proactive Problem Solving
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Localize systemic issues, like training gaps or process inefficiencies, to specific BPOs or teams.
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Develop targeted solutions to improve agent performance or streamline workflows.
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5. Enhanced Planning and Negotiation
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Leverage historical BI to forecast future performance per BPO and plan resource allocation effectively.
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Use performance insights to negotiate contracts with BPOs, ensuring value and accountability.
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6. Cross-Division Collaboration
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Facilitate collaboration across inbound and outbound teams by providing a unified view of performance metrics.
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Align strategies across regions to ensure a consistent global customer experience.
Cross-platform monitoring and analytics
Rather than using 10 monitors for 10 platforms, you can consolidate all of your CX and CX-adjacent reporting and analytics in a common set of katCX dashboards. KatCX integrates your routing, automation, and WFO data so that you can see and analyze activity across your entire enterprise, assuring that your right hand knows what your left hand is doing.
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Use Case
Insurance companies often struggle with siloed data from various platforms (routing, WFO, automation, CRM, etc.). This fragmentation can lead to delays in claims processing, inconsistent customer experiences, and inefficiencies in resource allocation.
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By consolidating data from multiple systems into KatCX's unified dashboards, the insurance company can:
1. Monitor End-to-End Customer Experience
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Gain real-time visibility into claims at every stage (intake, assessment, approval, payout) across multiple platforms.
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Track customer interactions across channels (phone, email, chatbots, etc.) to ensure consistency and quality in responses.
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2. Enhance Customer Experience
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Identify pain points, such as frequent complaints or long response times, and address them proactively.
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Identify bottlenecks in the process and take corrective actions quickly.
3. Optimize Resource Allocation
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Integrate WFO data to monitor and adjust staff workloads, ensuring the right agents are handling claims during peak times.
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Use routing and automation data to efficiently prioritize urgent claims.
4. Enable Compliance and Reporting
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Consolidate compliance data across platforms to ensure adherence to regulations and generate accurate, comprehensive reports for audits.
Outbound
Costs associated with onboarding & integrating BPOs can erode the benefits of multi-BPO operations. katCX leverages speech analytics from providers like Verint and Genesys to power a solution for turnkey outbound BPO activation and management. CX teams can use katCX real-time monitoring and reporting to actively monitor and manage outbound BPO operations. By tracking speech activity in real-time across all CCs, divisions, groups, and agents, they can insure that outbound are always handled by top performers.
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Use Case
Telecom companies often rely on multiple BPOs for outbound campaigns, such as selling plans, upselling services, or collecting overdue payments. Traditional routing and monitoring infrastructure is expensive, complex, and difficult to scale. Managing multiple BPOs and ensuring quality across all teams can be a significant operational challenge, especially when onboarding new partners.
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KatCX leverages data from a speech analytics platform to provide real-time insights into agent performance and campaign outcomes, eliminating the need for expensive routing and monitoring infrastructure. This approach enables telecom companies to optimize operations across multiple BPOs with ease.
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1. Cost-Effective Multi-BPO Management
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Replace heavy infrastructure with real-time speech data to monitor and manage performance across BPOs.
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Reduce the cost and complexity of onboarding new BPOs by eliminating the need for routing and integration hardware.
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2. Real-Time Agent Performance Monitoring
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Evaluate agent performance during calls, focusing on metrics such as script adherence, sentiment analysis, and keyword usage.
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Identify top-performing agents and replicate their strategies across teams to improve overall campaign success.
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3. Campaign Optimization Through Speech Data
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Analyze speech patterns and conversational cues to assess the effectiveness of specific scripts, pitches, and approaches in real-time.
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Adjust campaign strategies dynamically, focusing resources on high-performing approaches or agents.
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4. Compliance and Quality Assurance
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Leverage speech data to ensure compliance with regulatory requirements (e.g., TCPA, GDPR) by monitoring for prohibited language or practices.
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Identify and rectify non-compliant behavior immediately without manual intervention.
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5. Streamlined Onboarding of New BPOs
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Onboard new BPOs quickly without needing to integrate them into complex routing systems.
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Ensure immediate alignment with campaign standards by providing real-time speech-driven feedback.
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6. Improved Customer Interactions
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Use sentiment analysis and conversational insights to gauge customer reactions during calls, allowing agents to adapt their approach on the fly.
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Ensure outbound calls are handled by the most capable agents, leading to better conversion rates and enhanced customer experience.
Integrated Forecasting
katCX can increase the tactical value of your forecasting by bringing your forecasts into a customized dashboard with real-time and historic information associated with specific KPIs. Forecasting models can be imported and integrated, or they can be developed directly in the katCX environment for real-time updates and calculations.
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Use Case
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In financial services, forecasting customer demand and behavior is essential to delivering a seamless and personalized customer experience. However, forecasts often remain disconnected from real-time CX data, leading to misaligned strategies, poor resource allocation, and suboptimal service quality. Teams need an integrated solution that combines forecasting with operational CX metrics in real time.
KatCX integrates customer experience (CX) forecasts directly into real-time and historical dashboards, enabling financial institutions to optimize their CX strategies with actionable insights. By aligning predictive models with live CX data, teams can enhance personalization, service quality, and operational efficiency.
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1. Unified View of CX Forecasts and Real-Time Metrics
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Display CX forecasts (e.g., customer service demand, satisfaction scores, or churn probability) alongside real-time and historical data on a single dashboard.
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Allow CX teams to monitor and compare forecasted outcomes with actual performance, enabling immediate adjustments to service strategies.
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2. Efficient Resource Allocation
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Align staffing and resource planning with forecasted customer demand, ensuring that high-demand periods are covered by the right number of agents.
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Reduce overstaffing or understaffing by dynamically adjusting resources based on real-time data.
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3. Dynamic CX Strategy Adjustment
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Continuously refine CX strategies by comparing forecasted satisfaction metrics with actual performance.
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Identify and address deviations in real time, such as resolving service bottlenecks or improving agent performance.
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4. Customer Retention and Loyalty
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Combine forecasted churn data with real-time interaction histories to deliver timely and effective retention efforts.
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Provide stakeholders with integrated reports that combine forecasted and real-time CX metrics.​
Automation & Chatbot Efficiency
Insurance companies increasingly rely on chatbots and automated workflows to handle customer interactions like claims inquiries, policy updates, and quote generation. However, these processes can become opaque ("black-boxed"), making it difficult to identify issues impacting the customer experience. Without visibility into automated workflows, recurring issues go unresolved, leading to customer frustration, reduced satisfaction, and missed opportunities for improvement.
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KatCX’s customer journey dashboards provide full visibility into automated workflows, revealing how customers interact with chatbots and automation. By identifying patterns and recurring issues, insurance companies can optimize automated processes to enhance service quality and customer satisfaction.
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Key Benefits​
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1. Automation Monitoring
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Gain visibility into every step of the customer journey through automated processes.
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Identify points of friction, such as errant transfers, abandoned interactions, or inefficient workflow loops.
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2. Root Cause Analysis
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Analyze patterns or trends in chatbot and automation performance, such as frequently asked questions, error-prone queries, or escalations to human agents.
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Drill down into recurring issues, like delayed responses or incorrect information, and address them at the source.
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3. Improved Chatbot Efficiency
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Handle more complex inquiries, reducing the need for escalation.
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Optimize chatbot scripts and flows to ensure accurate responses and a seamless customer experience.
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4. Proactive CX Improvements
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Detect early signs of dissatisfaction (e.g., multiple chatbot escalations or negative feedback) and intervene with targeted solutions.
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Adjust automated workflows dynamically to resolve emerging issues in real-time.
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5. Operational Control and Management
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Enable CX teams to make real-time adjustments to automated workflows based on KatCX insights.
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Continuously improve quality by testing and refining automation flows without disrupting customer interactions.
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6. Long-Term Quality Improvements
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Develop solutions for recurring issues, such as adding more nuanced intent recognition or expanding chatbot knowledge bases.
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Use historical data to prevent the reoccurrence of service quality problems.
Cloud Migration
Moving from legacy on-premise to the cloud is not always an upgrade. Critical analytics capabilities may be sacrificed in the process. katCX safeguards analytics continuity, empowering teams to plan, execute, and optimize BPO performance even in the most intricate cloud environments.
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Keep your on prem data stack intact throughout the migration to cloud. katCX provides a connection between cloud operations and your existing analytics, securing against the risks and complexities of cloud migration. Preserve your investment into analytics solutions and the insights there-in.
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Key Benefits
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1. Optimized BPO Performance Management
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Preserve historical data and insights, enabling teams to benchmark and monitor performance during the transition.
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Provide visibility into cloud and on-premise data simultaneously, ensuring fair and accurate evaluations.
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2. Minimized Migration Risks
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Prevent data silos by integrating on-premise analytics with cloud operations, ensuring all teams have access to a unified view of performance metrics.
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Reduce downtime and operational disruptions by preserving existing analytics workflows during the migration.
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3. Preservation of Investment in Analytics
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Secure the value of existing analytics solutions by leveraging KatCX to extend their functionality into the cloud environment.
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Avoid the costs and time associated with rebuilding analytics capabilities from scratch in the cloud.
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4. Long-Term Optimization in the Cloud
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After migration, KatCX continues to empower teams to execute and optimize BPO performance with integrated cloud-native and legacy analytics.
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Enable advanced forecasting, predictive modeling, and real-time adjustments to CX strategies in a fully cloud-enabled setup.
