Feature spotlights

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.

Analyze customer behavior with usability analytics

Analyze and understand user intention across digital interaction points, such as web and mobile, with heat maps, attention maps, link and form field analytics. Collaborate and quantify customer behavior data and turn it into real business insights to increase profitable outcomes. Replay actual user sessions at virtually any step in the process and capture single-page views from live sites for further drill-down analysis to see the behavior of an individual customer.

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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.

Assess your mobile customer experience

Use mobile analytics to gain visibility into your mobile customer experience to deliver more successful mobile products and services. Build and manage an early warning system to detect mobile user problems. Provide proactive awareness into mobile application failures, usability issues on websites, native applications and hybrid applications, including support for HTML5 and responsive web design (RWD).

Technical details

Software requirements

Software requirements for IBM Tealeaf CX can be found here:

    Hardware requirements

    Hardware requirements for IBM Tealeaf CX can be found here:

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