In an economy where exceptional experiences drive success, skilled agents play a crucial role in converting one-time buyers into brand loyalists. Macorva, a leading AI-powered employee and customer feedback solution provider, today announced its solution Marcova Agent Insights is now available on the Genesys AppFoundry, a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences.
Macorva Agent Insights seamlessly integrates with Genesys Cloud™ to reimagine how feedback is collected, analyzed, and acted upon. By leveraging cutting-edge AI, this innovative solution delivers personalized, data-driven reports that empower agents and managers to enhance every customer experience.
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Transform Agent Performance with Macorva’s AI-powered Insights:
- Unified Feedback: Capture valuable customer and employee feedback across SMS, email, web portals, IVR surveys, and more. This comprehensive data paints a complete picture of agent performance and customer sentiment.
- Actionable Insights: Macorva’s AI analyzes every interaction, extracting valuable insights and coaching points tailored to each agent’s strengths and weaknesses. These personalized reports ensure targeted feedback that resonates with individual needs.
- Automated Delivery: Get insights delivered straight to agents and managers through email, Slack, or Microsoft Teams, promoting timely feedback and open communication.
- Data-driven Coaching: Empower managers with comprehensive individual and team performance data to conduct effective, targeted coaching sessions that drive real improvement.
- Customer-centric Approach: Understand customer needs and preferences from various channels, equipping agents to proactively address concerns and deliver seamless service experiences.
By combining Macorva’s AI feedback expertise with Genesys Cloud, a modern API-first experience orchestration platform, organizations can:
- Boost Agent Performance: Equip agents with actionable insights to improve communication skills, handle difficult situations effectively, and deliver exceptional customer service across all touchpoints.
- Increase Customer Satisfaction: Understand customer needs and preferences at a granular level, allowing agents to proactively address concerns and deliver personalized experiences.
- Drive Business Growth: Improved agent performance and customer satisfaction lead to higher retention rates, reduced operating costs, and ultimately, increased revenue.
The Macorva Agent Insights and Genesys Cloud™ integration equips businesses with the tools to leverage AI for impactful customer experiences and improved agent performance. It’s a step forward in real-time experience management, offering a clear path to enhanced customer engagement and retention.
