CSO Analysis Module

CSO Analysis (CSOA) is part of the CSO Control Center, a back office application that allows our clients to review and analyze interactions with the customers.

The CSOA Module supplies you with a detailed analysis and aggregated review of the customer dialogues using standard and custom reports and graphs. This helps you understand what your customers really want.

Create True Business Value

Through CSO Analysis, you are able to:

• Access the detailed dialogues you have had with your customers
• Use reports and graphs to analyze the consolidated data both related to the content of the dialogues, their volume and trends, as well as other statistics
• Generate strong business intelligence insights that will help you learn from your customers and that will support your business strategy

With the support of our CSO Consultants, CSOA will ensure that your CSO solution generates maximum business value.

CSO Knowledge Module

CSO Knowledge (CSOK) is part of the CSO Control Center back office application that allows clients to control what is communicated to customers in the various service channels using one single Knowledge Base.

The CSOK Module contains the Knowledge used by the Virtual Chat Agent (VCA), the E-Mail Management System (EMS) and the Virtual Speech Agent (VSA).

Create True Business Value

CSO Knowledge gives you total control over your customer communication in all channels and from one single source. The knowledge can be accessed through a secure environment from multiple locations allowing you to manage multiple teams with different roles and access rights. Instant modifications to the knowledge can be published to respond quickly to changes when needed, creating true Business Value in the form of increased Customer Satisfaction and efficient knowledge management.

Your Customer Service Agents can access a clear overview of the often-complex knowledge base structure, giving them efficient support in their work and also allowing them to request new knowledge to be added in the various service channels. Furthermore, the use of CSO Kowledge gradually increases the scope and intelligence of your knowledge base and reduces the need for manual service.