[24]7 launches analytics solution for deeper customer experience insights

BANGALORE, INDIA: The intent-driven customer engagement solutions provider, <24>7 has added Customer Journey Analytics to its products and services portfolio.

<24>7 acquired the technology, known as Customer Compass, from KPMG Capital  and has re-branded it as Customer Journey Analytics.

Customer experience problems are often difficult to diagnose and fix because they fall between the cracks of organizational silos. Companies lack methods to determine the root causes of broken customer journeys, and solving those problems is even more challenging without the technical expertise needed to improve systems and processes.

By combining Customer Journey Analytics with the <24>7 Customer Engagement Cloud, companies can analyze customer experiences, identify opportunities for improvement, and implement solutions across channels.

Customer interaction data is drawn from digital channels (web, mobile, live chat, chatbot), voice channels, and offline channels (e.g., retail stores). This data is connected with advertising and marketing systems (e.g., search and ad data), voice-of-customer/NPS systems, and back office systems (billing, ordering, provisioning, fulfillment).

Nearly any type of structured or unstructured data source can be analyzed, including commercial products, proprietary systems, and third party data providers, providing companies with unprecedented insights into the customer experience.

“This enables us to generate valuable insights in a fraction of the time of existing analytic techniques, meaning opportunities can be acted upon quickly. This technology enables analysts to query millions of customer journeys in minutes,” said Gil Winters, vice president, Customer Journey Analytics for <24>7.

KPMG member firms will continue to be able to offer this technology to clients by either licensing it or teaming with <24>7. At the same time, <24>7 will be working with KPMG teams around the world as a preferred supplier of a range of consulting and advisory services.

“With customer journey analytics now a key part of the <24>7 portfolio, we can offer our member firms’ clients a more strategic, integrated customer experience solution than was previously possible,” said Tim Gillis, chief executive officer, KPMG Capital. “This transaction opens up multiple possibilities to serve large enterprises globally.”