LiveOps CxEngage makes customer data actionable in real-time by picking up on patterns in behaviors, placing them in the context of the customer's brand journey and offering up ways in which brands can proactively delight customers. This includes the detection of patterns indicative of a positive or negative customer experience via ultrafast in-memory processing. This transformational technology will significantly reduce Customer Effort and increase First Contact Resolution, which are two key measures for delivering personalized customer service and increasing customer loyalty and lifetime value.
The LiveOps CxEngage interface is designed in a very RESTful way so that consumption is simple, straightforward, and secure. This standards-based approach allows LiveOps CxEngage to connect with any application or system that supports a REST API, and allows your IT team to connect these systems quickly and easily.
Events may not contain all of the required information to match a pattern. For example, it's possible that the customer segment could be missing in the event information collected from the mobile application. The Augment Service retrieves this missing information and adds it to the event.
Is responsible for matching customer journeys to your patterns from the events collected. Designed with enterprise toughness for high performance, scalability, and redundancy, the Watch Service operates exclusively in memory removing the latency & expense often found in other 'big-data' solutions.
Business users create and manage patterns, and define engagement strategies. Technical users are provided a single interface to configure services, monitor the platform, and add additional nodes when more processing capacity is required. An HTML5 application makes LiveOps CxEngage accessible on virtually any device: mobile, tablet or desktop.
Once a pattern is matched, the Notification Service initiates a request to engage with the customer, an internal employee or to make a log. It can make a request to any existing enterprise systems including call centers, email, CRM systems, and others.
CxWatch is the real-time dashboard providing users with a view of events, patterns and actions taken. All events collected that lead to an action are recorded for complete historical reporting.