Interaction Analytics: An Enterprise Vision and Practical Applications (whitepaper)
By Donna Fluss
IA is an ideal enterprise solution because it helps many departments deliver a more personalized customer experience by using direct customer feedback. IA captures customer information in many channels and touchpoints, giving companies insights into the CX throughout the journey. As we move toward a more technologically driven and digital world, companies need solutions like IA that intelligently automate work activities and tasks, and perform them accurately, cost effectively, and in a value-enhancing manner.