Aceyus
Enhancing Customer Experience with Real-Time Reporting

Once considered as cost centers, contact centers have now panned out to be innovation houses for most enterprises, playing a vital role in helping them win the race for customer loyalty. As the primary mode of contact between customers and brands, they accommodate omnichannel data that can be used efficiently to enhance customer experience and, ultimately, help enterprises improve business outcomes. However, with the rapid increase in data volumes, gathering data from their various multi-vendor systems — like workforce management tools and IVR platforms — snowballs into a headache for contact center managers. At times like these, what they need is a robust reporting solution to compile huge volumes of omnichannel data in one location.

Addressing this need is Aceyus. Founded in 2002, Aceyus is a leading provider of customer experience solutions specializing in enterprise-level data management and transformation with roots centered in the contact center. Through data integrations and standardization, Aceyus easily adapts to the constant changes in customer interactions resulting in higher productivity and customer satisfaction. “We design and develop a robust reporting and analytics platform that can seamlessly integrate with existing disparate systems to provide contact centers with a centralized view of data in realtime,” says Mike Ary, the President and CEO of Aceyus. “The solution allows clients to leverage the power of real-time call center metrics and create a more efficient and effective contact center experience for customers."

Aceyus' reporting and analytics platform has three major components — real-time call center analytics dashboard, omnichannel customer experience software, and customer journey analytics dashboard. The real-time call center analytics dashboard that gets updated every 10 seconds enables enterprises to gain accurate insights into customer experience by compiling real-time data from various data sources in one centralized location. Being able to provide visibility to critical KPIs, including customer experience scores, the dashboard helps eliminate negative customer experiences and improves contact center agility. Aceyus’ dashboard enables contact centers to optimize call routing by delivering real-time call and queue metrics. In addition, managers can use the dashboard to review team insights and agent performance to ultimately improve contact centers' productivity.

Designed to work in tandem with the real-time dashboard is Omnichannel customer experience software that tracks customer engagements across various channels to provide insights for efficiently meeting customer expectations. It ensures seamless, personalized experience at each consumer touchpoint by providing agents with quick access to customer profiles and contextual data.

The software enables contact centers to gain visibility into customer touchpoints, which helps in improving customer satisfaction.

We design and develop a robust reporting and analytics platform that can seamlessly integrate with existing disparate systems to provide contact centers with a centralized view of data in real-time

The customer journey analytics dashboard helps optimize contact center experience by leveraging contextual data to predict the next best action of customers. It gives insights into customers' interaction with brands, allowing contact centers to increase conversions, improve agent efficiency, achieve higher first-call resolution, and reduce costs, average handle time, and issue escalations.

Additionally, the Aceyus platform can proactively send notifications to contact center managers during anomalies, allowing them to quickly resolve issues, before affecting the workflow. It is designed with the capability to feed historical and real-time data into other enterprise systems, including BI and CRM platforms. With such a unique value proposition, Aceyus caters to the needs of contact centers from mid-market companies to global enterprises. Recently, the company collaborated with Marriott, a global leader in hospitality services, to help improve their overall customer experience. With legacy systems such as IEX and Avaya, contact center managers lacked real-time access to productivity and employee performance reports, which prevented them from improving customer experience. The Aceyus platform enabled the client to eliminate flaws associated with their legacy systems by giving them the ability to pinpoint and address issues in the customer journey. They now have a solution that provides contact center managers with the actionable real-time data they need to handle calls at optimal capacity.

Aceyus is now planning to incorporate the power of AI into its solutions. This allows the company to better analyze huge volumes of data and help clients identify and resolve issues associated with the customer journey. "We are on a drive to ensure business continuity with zero disruption by figuring out ways to optimize resources that are outside the centers due to the pandemic,” concludes Ary.