Insight and customer experience

Measure your customer data

Measuring is knowing. But measuring customer data in order to arrive at a well-considered conclusion isn’t always all that easy. Various applications produce diverse types of data. Output cannot always be compared. We can help you see the data forest for the trees, and hence see improvements.

Results start with customer demand

Ultimately, responding to customer demand is of primary importance. And is the contact center sufficiently available? Quality monitoring allows you to objectively assess customer contact based on your organization’s goals, standards and values. The reports offer insight into strengths and weaknesses, trends and concrete points for improvement. Answer calls for employee coaching. Based on the objective results, you can optimally coach employees, make adjustments according to customer satisfaction and improve processes.

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Obtain insights by (features)

Reports

Run standardized reports on different forms of data within the Unexus platform. This way you continue to measure and improve.

Customer Feedback

By specifically asking for feedback from your customer, you can make targeted adjustments to your services.

Call recording

Record conversations for coaching purposes and start a conversation with your employees about the service.

Quality Monitoring

Assess the quality of calls based on specific quality characteristics (duration, satisfaction) and quantitative characteristics (response to the customer satisfaction survey).

Customer Satisfaction Survey

Customer reviews on your service create growth potential. Organize intelligent feedback channels in order to continuously gauge what can be improved.

Business Intelligence

To measure is to know, so data is the new gold?! Our BI template allows you to answer the questions you have about your own availability.

View all features

Manage availability through data usage

By actively adopting a results-driven approach, you can improve the contact center while at the same time obtaining better insight into customer demand. For instance, reports show you how long it takes to answer various calls or communication requests. Which employee handles the most questions or requests? Use a wallboard in real time to show the day’s averages and queues. It’s also useful to hang a wallboard at a central location in the contact center.

You can effectively plan your week using the data from the UNEXUS platform. Forecast the busy times and anticipate these with your staffing levels. Past results are not a guarantee for the future but are a valuable data source for forecasting the necessary staffing of the contact center. Experiment with staffing variables in order to arrive at the correct staffing levels.

We are extremely happy and enthusiastic about our collaboration as well as the telephony system.

Joyce Schellekens

KCC staff, De Dommel Water Board

We notice that Unexus is pro-active about everything. From Covid-related changes to ongoing talks about the ambitions we still have for our communication solutions. They actively brainstorm with us, which is why we are true partners. How can we improve things? For example, they even investigated which headsets best match our telephony.

Arjen van der Zee

ICT Coordinator, Stek Wonen

Unexus Connect is a stable system, and if there’s an issue, it’s quickly resolved. There is a lot of extensive knowledge at support, and rapid feedback if there are questions and/or problems. You guys pro-actively work with us and also follow the latest trends with regard to social media.

Marlys van Egmond

ICT staff and first point of contact at the Stek Wonen Service Desk

The Unexus omnichannel environment was delivered to the municipality of Venlo to our complete satisfaction. As the implementation project manager, I am highly satisfied with the product and supplier.

Rob aan de Brugh

Information Management Project Manager, municipality of Venlo

Unexus is a very informal company. They don’t make things difficult when they don’t have to. They have fair prices and honest service provision. Collaboration with them is simply very good, something I am glad to mention.

Andy Heuts

IT Manager, ZOWonen

FAQ

Do you offer insight into the ideal occupancy of the customer contact center?

With the data from the Unexus you can plan a working week in a targeted manner. Predict the crowds and anticipate with your occupation. Past performance is no guarantee for the future but is a valuable data source to predict the required occupancy of the contact center. Experiment with occupancy variables in order to arrive at the right staffing.

Can we coach employees using the Unexus software?

Of course you can! Record conversations for coaching of the employees. With the objective results you can optimally coach employees, steer on customer satisfaction and improve processes.

Do you offer knowledge bases?

Indeed, we offer an intelligent knowledge base in our applications. This helps speed up customer questions by displaying appropriate answer suggestions in the answer field.

How are customer questions routed to the platform?

Customer questions are intelligently routed to the Unexus platform. This way they come together in one place. Therefore, contact moments can be handled quickly and without any problems. This offers clarity and therefore pleasant contact between customer and employee.

How does presence management work?

Unexus reads calendars within Microsoft Office, Microsoft Teams or due to the manual changes in availability by employees. Saves employees of the KCC a lot of unnecessary calls, voicemails and frustrations.