IBM Tealeaf® Customer Experience (CX) is on-premises and on cloud software that uses customer experience solutions to capture visitor interactions on websites and mobile applications. It provides extensive visibility into customers’ online experiences and insight into customer behaviors within web and mobile channels. By quickly uncovering areas of friction, teams across an organization can resolve the root cause of issues. IBM Tealeaf CX empowers teams throughout an organization, including e-commerce, marketing, development and design, customer service and compliance administration.
Customer behavior analysis
Optimize your digital channels by visualizing web and mobile interactions. Improve your online customers’ experience with the quantitative and qualitative data you need to conduct behavior analysis.
Customer service optimization
Gain insight into call centers and online user sessions; improves communication between your call center and web operations for more effective customer service in multichannel environments.
Customer experience integrations
Delivers seamless integration with other business applications including business intelligence, web analytics and voice of customer solutions to capture all the data about online customers.
Use dashboards, scorecards and reports to aggregate data
Aggregate the rich, customer experience dataset into executive-level dashboards, scorecards and reports. Includes a powerful early warning system that makes use of algorithmic discovery to automatically determine your site's most important struggle sources. Use real-time top movers and drivers dashboards that track thousands of site and customer behaviors to automatically determine the highest-impact problem sources and other factors. Dashboards are completely customizable and configurable.
Improve problem resolution and reduce call handle time
Accelerate customer problem resolution and empower them by describing how to successfully complete a transaction. A simple user interface for more efficient use by customer service representatives, sales associates and marketing personnel. One-click retrieval gives users instant access to both live and historical customer sessions from any existing CRM solution.
Preserve interactions for dispute resolution and fraud
Save customer interactions to maintain reliable records for dispute resolution and support. Records can also be important for fraud, compliance and audit purposes.