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News : transcosmos Adds Insight BI, a Dashboard to Further Drive its TCI-DX Services

#contactcenterworld, @transcosmos_pr

TOKYO, Japan, Feb 8, 2023 - transcosmos inc. hereby announces that the company has added the Insight BI feature to the TCI-DX services to further accelerate clients' digital transformation. Insight BI is a transcosmos proprietary dashboard that helps optimize customer experience (CX). The new feature enables clients to execute initiatives toward achieving end-to-end CX optimization by integrating and visualizing all customer data across the entire customer journey.

Service delivery framework (for illustration purposes only)

1. Insight BI service overview & purpose
Insight BI is an unrivalled dashboard that automatically integrates various operational data that emerge at customer touchpoints throughout the customer journey, including web and social media behavioral data, and call and chat inquiries.
With this service, businesses can centralize VoC across all channels, and capture and analyze the true voice of the customers of all ages comprehensively. This way, businesses can apply the findings to make their products and websites even better, as well as run more appealing online campaigns quicker than ever before. In addition, by centrally managing KPIs set for each channel with a focus on customer experience, costs and profits, the service helps businesses optimize CX.

TCI-DX Services Overview

2. Client case study
transcosmos launched a joint initiative with the Japanese Consumers' Co-operative Union (Head Office: Tokyo, Japan; President: Toshio Tsuchiya; JCCU) in April 2022.

After removing customer personal information, transcosmos integrates both quantitative (number of inquiries, page views, etc.) and qualitative data (VoC, etc.) generated from interactions via call, chat, social media platforms and FAQ pages into Insight BI. With Insight BI, transcosmos not only creates a report automatically which results in a 70% reduction in man-hours but also carries out initiatives that go across all channels and make a better customer inquiry flow. Ultimately, transcosmos serves JCCU in optimizing call volumes and powerfully accelerating initiatives toward delivering the ideal CX.

3. Client comment
"transcosmos offers us many services including call, chat, AI voice, and FAQ pages. We are confident that Insight BI, which integrates all such channels, will become the key success factor for making improvements and offering a greater CX," said Yasutaka Sato, Manager Gift Dept., JCCU. "Insight BI is a powerful tool for us to come up with next actions to take by visually presenting the current user flows, various trends, and suggestions for improvements. Let's continue working together towards offering a greater CX to the members of JCCU."

4. Future plans
Together with JCCU, transcosmos will continue to validate the effectiveness of Insight BI not only in enhancing operations but also in improving customer feedback and increasing loyalty.

Building on its unrivaled strength in offering services that stretch across the contact center area to digital marketing, transcosmos will further drive TCI-DX services, thereby helping clients expand sales and optimize costs.

#contactcenterworld, @transcosmos_pr

Posted by Veronica Silva Cusi, the news correspondent

About Transcosmos, Inc.:
Company LogoMaintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of transcosmos' 40 years of experience in various industries and business models, we can contribute to your company by promoting rapid automation and cost reductions. Further, by adding features such as outbound calling that expands sales, we aim for major positive innovations for your marketing strategy.
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