Delivers instant, replayable online access for customer service problem resolution.
IBM® Tealeaf® cxReveal makes use of the core functionality of the Tealeaf CX platform — session replay and search — and packages it into a simple user interface for efficient use by customer service representatives, sales associates and marketing personnel. Using one-click retrieval, users have instant access to both live and historical customer sessions from any existing CRM solution.
Accelerate the customer's problem resolution and reduce call-handle time with live customer sessions, and empower customers by coaching them to successfully complete a transaction.
- Provides customizable search options that can be directly in-tegrated into an existing CRM console (for example, Siebel, Salesforce.com, Kana, Remedy, or custom web-based CRM interface).
- Replay the page-by-page, browser-level recording of the cus-tomer's online experience.
- See all actions (for example, link selections), all interactions (such as form field inputs), and any customer experience ob-stacles (site error messages and others).
- Quickly respond to customer needs without asking numerous questions about their sessions.
- Resolve customer disputes and issues by replaying their actual current or historical activity.
Gain session history summary reports of historical activities of any given customer.
- Review historical activities of any given customer.
Replay session quick views about a chosen customer's session without having to replay the entire session.
- Replay a chosen customer's session at any point in the process without having to replay the entire session.
Deliver activity dashboards and reporting to management with insight into CSR usage and training needs.
- Provide comprehensive customer experience management with dashboards and reports to management with insight into CSR usage and training needs.
Quickly deploy to on-site and distributed employees through universal, web-based access.
- Fully integrated with other Tealeaf products to help companies quickly deploy customer experience management capabilities