Service Center Journey
Visualize and analyze the actual service journey of your customers
With the cx/omni Use Case Service Center Journey you discover and analyze the actual journeys of your customers based on a process mining of your operational transaction data from Service Management.
What’s special about this is that the actual journeys experienced by your customers do not have to be reconstructed using time-consuming Journey Mapping workshops. Because most of them are already controlled by agent desktops, service center systems or CRM systems or can be traced online at self-service portals. This includes their deviations from the standard process, their actual performance and their frequency.
“I want to provide an even better and more cost-efficient service and analyze the performance of our service processes through process mining.”