WiserOwl Improves
CX Decision Making
WiserOwl’s proprietary decision intelligence algorithms measure financial gain and loss across all CX channels, teams, and technologies in near real-time.
- How do we know who our top and bottom performers are by channel, customer, and team?
- How can we align CX goals with cost reduction objectives in near real-time?
- How do we create more customer value than what it costs us?
The Results Speak for Themselves
In Under 12 Months
Boost in Agent Productivity
Decrease in Expenses
Turnover Reduction
CSAT
Forward Thinking Leaders Have Saved Over
$1 million per 100 Agents in Under 12 Months and Sustained Service Levels
Don't Try This At Home
Akin to watchmaking, it’s more than just making every tiny gear and intricate mechanism align precisely. And in the complex environment that is your contact center, providing financial clarity requires more than just time and money.
WiserOwl’s innovative solution utilizes an AI enhanced “Order of Operations” that encompasses over 200 steps across multiple compute groups. Each step is critical both in terms of its inclusion and the order of execution. Variables such as tenure, salary, interaction volumes, routing logic, channels, queues, off-phone work (both human and technical), and process flows, are all precisely assembled to provide this needed financial clarity.
Our decision intelligence AI ensures that hundreds of precise algorithms execute in the exact order, generating financial results that eliminate the false positives and negatives that exist in today’s contact center and CX decision making.
WiserOwl has seen numerous examples of well-meaning DIYers who have attempted to link their financial data to the existing operational data — with career ending results.
Only WiserOwl can give you these valuable insights into the true economics of the customer experience.
What People Love About WiserOwl
- RELEVANT. For more than 30 years people have been trying to see how financially efficient they are performing. WiserOwl has solved this overly complex and costly challenge.
- FINANCIALLY FACT-BASED. A continuous 360 view of performance that explains how smartly results are achieved. How many dollars of CX value are you generating, and are you spending $0.50 to generate every $1.00 of value, or $1.50?
- UNIVERSALLY ACCEPTED. WiserOwl financial measures are understood, trusted, and managed by everyone from C-suite to agent.
- IMPROVED REPUTATION. Strengthen both internal and vendor partner relations.
- CRYSTAL CLEAR PERFORMANCE. Eliminates false positives and negatives in today’s metrics e.g., such as when staff get a raise, but that makes cost per contact increase.
How WiserOwl Works With Your Data
WiserOwl’s cloud-based solution that consumes raw data contained in your contact center and enterprise information systems (in .csv format) via secure and encrypted FTP.
Almost instantly, the WiserOwl AI then extracts and translates this data, instantly identifying any errors, and then applies precise proprietary algorithms to convert this ocean of unaffiliated information into the exact dollar value for every contact center and back-office CX metric you rely on every day.
Access is provided through a secure interface accessible from any web-enabled device.
*To get started in 30 days without disruption and at no cost, WiserOwl only needs ACD data for up to 50 agents. To achieve such fast turnaround, data can be de-identified.
