Vitria Operational Intelligence for Customer Care Solution

Companies struggle to see a complete, end-to-end view and monitor critical customer service processes since they most often span multiple systems such as customer service (CRM), service provisioning, and billing. This leaves the company unable to take real-time corrective action before the customer experience is compromised, which can potentially result in the loss of millions of dollars due to increased customer service costs and customer churn.

Vitria’s Operational Intelligence for Customer Care Solution enables companies to gain real-time visibility across the multiple systems that manage different customer transactions and interactions. With OI for Service Assurance, customer care representatives can see a holistic view of the customer experience and the customer’s services across interdependent networks and distributed data sources, including comprehensive visibility into and handling of exception and incident management.

Even more so, Vitria’s OI for Customer Care Solution enables organizations to avoid or mitigate problems through the early detection of unusual customer processes. With Vitria, companies can identify “in jeopardy” customer interactions and recognize meaningful patterns and trends in customer service levels, all in real time. By delivering unparalleled visibility and insight into the customer experience, Vitria’s OI for Customer Care solution empowers customer facing organizations to take optimal action and provide great customer service.