Joulica supercharges Zoom Contact Center with Customer Journey Analytics. The solution integrates data from across Zoom and other platforms into a single platform for real-time cross-channel orchestration, analysis and visualisation.
Analyse the Total Experience
Understanding customer journeys is pivotal in delivering outstanding experiences. Joulica enables you to analyse and optimize customer journeys across the entire Zoom Contact Center Platform. We seamlessly integrate with Zoom Contact Center, Zoom Virtual Agent, and Zoom Phone, capturing valuable interaction data at every touchpoint. By combining this Zoom intelligence with insights from your broader tech stack, e.g. Salesforce and Twilio Segment, you gain a truly holistic understanding of your customers journeys. This 360-degree view allows you to identify friction points, personalize experiences, and make data-driven decisions that elevate the entire customer journey.
Zoom Customer Journeys
Joulica offers comprehensive customer journey analytics for Zoom Contact Center, fully integrated within the Zoom desktop application.
Data-Driven Prioritisation
Our customer journey analytics correlate with key business KPIs, allowing you to focus on high-impact journey improvements with real-time insights.
Orchestrate with Journey Context
Integrating journey analytics into Zoom Flows enables contextualised interactions, enhancing customer satisfaction and loyalty across all touchpoints.
All within Zoom
Joulica customer journey analytics are integrated directly into the Zoom Contact Center Agent Desktop. Customer Journey insights across Zoom Contact Center, Zoom Virtual Agent and Zoom Phone are provided alongside other Zoom data to provide agents with the key context they need to deliver fast and exceptional experiences. Our integration with Zoom is in addition to other key applications including Salesforce and Twilio Segment, with Open APIs providing access to the full suite of Enterprise data sources. In combination, customer journey analytics are provided for the full customer experience, across all channels. Insights relating to friction points in self-service, journeys that begin on digital and move to the contact center, or journeys that span multiple interactions are surfaced directly within the Zoom application.
AI that Guides and Orchestrates
Integrating customer journey analytics into Zoom Flows allows organizations to utilise the full context of the customer journey to personalise every interaction. By proactively guiding customers along optimal pathways and resolving issues promptly, organizations can enhance customer satisfaction and foster loyalty. This applies across all customer touchpoints meaning that every customer experience benefits from the context needed to deliver the personalised touch.
Optimised for your Business Priorities
Our customer journey analytics correlate with key business KPIs, allowing you to focus on high-impact journey improvements with real-time insights. Its advanced analytics capabilities empower organizations to derive actionable insights, helping them to identify trends and patterns that impact the customer experience. In addition, customizable analytics ensure that businesses can focus on metrics and KPIs that align with their specific objectives. Joulica facilitates informed decision-making by providing comprehensive insights into customer behaviour and preferences, allowing organizations to deliver exceptional experiences.
Prioritizing Investments
Our customer journey analytics for Zoom can be correlated with business KPIs such as customer retention, customer effort and sales outcomes. Integrating journey analytics with business objectives and surfacing the insights in enterprise applications ensure outcomes are strategically aligned with all stakeholders and business objectives. Stakeholders can focus on initiatives that deliver the greatest return on investment, with outcomes immediately access via realtime analytics.
Orchestrating every Zoom Experience
Integrating customer journey analytics into Zoom Flows allows organizations to utilise the full context of the customer journey to personalise every interaction. By proactively guiding customers along optimal pathways and resolving issues promptly, organizations can enhance customer satisfaction and foster loyalty. This applies across all customer touchpoints meaning that every customer experience benefits from the context needed to deliver the personalised touch.
Fully Integrated within the Service Cloud Desktop
Joulica real-time analytics can be fully embedded within the Service Cloud desktop delivering the best user experience for your managers and supervisors.
Customer Journey Analytics drive actionable insights that can be used to orchestrate and adapt customer experiences in real-time.
Customer Journey Analytics
Customer Journey Orchestration
Blend data from digital and emerging channels
Enrich with business & customer context
Optimise digital and automated engagements
Optimise Retention and Increase Efficiencies
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Ready to get started?
Get in touch to see how Joulica can optimise and orchestrate your Customer Journeys with customisable realtime analytics.
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