Our solution extracts insights from all customer touchpoints to help you prioritise the actions needed to reduce customer effort and improve experience.

UNDERSTAND THE CUSTOMER

EXPERIENCE YOU ARE DELIVERING TODAY

Build an end-to-end view of the customer experience with

Ember’s innovative omni-channel analytics solution. It draws

together what your customers are saying across voice, email,

webchat, social channels, messaging and feedback surveys to

provide quantifiable and actionable insights into what’s affecting

their experience right now. Using this insight, you can set a

prioritised change agenda to act on drivers of Customer

Experience to make a positive change and track the performance

improvements.

An Ember Solution

MAXIMISE THE VALUE FROM

YOUR CUSTOMER INTERACTIONS

All businesses recognise the value of listening to their customers.

But in today’s omni-channel world, it’s hard to keep track of the many

different conversations that you’re having.

The reality in most organisations is that feedback is gathered in silos: the

contact centre may know what customers are saying on the phone, the

digital team track social media trends and feedback surveys go straight to

the marketing function. This lack of joined-up insight can often miss the

cause and effect issues that will help an organsiation prioritise the right

actions to get the best outcome for customers and the organisation. Another issue is that often there are much higher costs associated with

the data collection which can be reduced through an integrated approach.

An Ember Solution

EVERY CONVERSATION, EVERY

CHANNEL, ANALYSED IN THE SAME WAY

Ember’s omni-channel analytics has been designed

to fill that gap. It brings together what customers are

saying across all your channels – not only including

the core interaction channels of voice, messaging,

email, chat, social, but also the customer and

employee feedback channels – then applies a

common analytics layer to provide robust data about

current issues and key business priorities.

Our analytics solution also makes it easy to drill down into the underlying

data to find out more about the causes of an issue – so you can take

relevant and prompt action to resolve it. Crucially, too, because you’ve got

quantifiable evidence of the scale of an issue and how many customers were

talking about it, you can track how quickly and effectively it’s addressed: are

customers still talking about it tomorrow?

Monitor performance across the entire customer journey

Identify emerging trends or potential

service issues

different activities –from new campaigns and media stories to

problems with delivery

Gain greater insight into how customers use different channels through choice or

through failure

Help identify individual training needs of your

people to target coaching resources appropriately

Understand the processes that have failed and identify the fixes to improve the customer experience

That data is then presented to you in a customisable

dashboard that makes it simpler for businesses to:

Quantify the impact of

AVOID MISTAKES AND MISSED

OPPORTUNITIES

An Ember Solution

Shaped around your needs:

Like all Ember analytics services,omni-channel analytics is highly flexible. Work with us to put the solution in place and configure the initial search terms and alerts.

You can use this powerful technology in different ways to identify operational efficiencies, increase sales and retention conversion and improve quality and compliance – all whilst delivering a better customer experience.

Our pioneering omni-channel analytics solution doesn’t just

broaden analytics to more types of interaction. It also adds a new

dimension to conventional speech analytics: real-time.

As well as giving you insights into customer conversations

post call, our new addition offers immediate analysis of all

live calls – backed by automated alerts for customer service

agents to act on within the call and for customer service

managers to monitor calls and intervene quickly.

GET IN TOUCH

An Ember Solution

About Ember

We are a business services group providing

specialist management consultancy,

training, analytics and executive search.

We’re joined by a shared ethos of doing the

right thing for our clients, and a shared

focus on the customer experience and how

to improve it – with the end goal of

increasing value for our clients.

Many of our people are industry

practitioners who have spent most of their

careers in the roles that our clients often

hold. Others bring specialist skills, honed in

diverse sectors and on successful projects

for organisations across the globe.

We are proudly independent and inspired by

innovation and change.

Ember Group Ltd

60 Trafalgar Square

London

WC2N 5DS

T: +44 (0)20 7871 9797

E: info@embergroup.co.uk

www.embergroup.co.uk