Empathica has unveiled a set of software-as-a-service-based analytics tools to enable business analysts to undertake real-time complex queries on customer experience data held in the vendor’s applications.
The CRM vendor’s Analyst Suite enables users to respond to ad hoc queries by selecting their own criteria to extract information from customised reports without the intervention of the IT department.
Andrew Datar, Empathica’s vice president of product management, said: "We’ve found that a huge pain point for brands lies with identifying the key problem areas within the business and determining where resources should optimally be allocated to ensure a better customer experience."
As a result, Analyst Suite was intended to enable business analysts to answer specific audience segment-based questions using any criteria they desired, while also exploring trends, he added.
The offering is based on the firm’s QlikView in-memory, associative search technology and, unlike traditional business intelligence tools, which work from static information, enables analysts to respond to ad hoc queries and test hypotheses, the company said.
The Suite also enables users to determine the correlation between service attributes and customer satisfaction rather than having to focus on data management tasks such as extraction, formatting and manipulation, it added.