Joulica | Customer Journey Platform to Analyze and Orchestrate CX

Joulica optimizes the Total Zoom Experience with real-time customer journey analytics, integrating data across platforms for better personalization and decision-making.

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Joulica optimizes the Total Experience. It supercharges Zoom Contact Center with Customer Journey Analytics, integrating data from across Zoom and other platforms into a single platform for cross-channel orchestration, analysis and visualization.

The solution provides analytics across the Zoom platform, including Zoom Contact Center, Zoom Virtual Agent, and Zoom Phone. It integrates seamlessly with other enterprise tools like Salesforce and Twilio Segment to capture data at every interaction point, providing a holistic view of customer journeys. This 360-degree perspective helps organizations identify friction points, personalize experiences, and make data-driven decisions to improve the customer journey. Insights on self-service experiences, digital-to-contact center transitions, and business KPIs like customer retention and sales outcomes are surfaced directly within Zoom.

Integrating customer journey analytics into Zoom Flows and Next Best Actions allows organizations to utilize the full context of the customer journey to personalize 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 interaction benefits from the context needed to deliver the personalized touch.

Joulica customer journey analytics provide real-time visibility into omnichannel customer interactions across Zoom Contact Center and other platforms. 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 enable businesses to focus on metrics and KPIs that align with their specific objectives. Joulica facilitates informed decision-making by providing comprehensive insights into customer behavior and preferences, allowing organizations to deliver exceptional experiences.

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