Our own business analytics and visual management suite for an intelligent data-led customer experience.
NeuVue360 is a suite of tools developed in-house by our business software experts to streamline the customer journey. NeuVue360 makes it as easy as possible for your customers to access your services whilst giving you in-depth intelligence about how you provide your services.
This software is essential for any organisation where customer-interaction is the cornerstone of your business.
At the heart of this suite is a VOIP-based phone system provided by 3CX. Built around 3CX is a network of value-add functions which display caller information and enables better resource management.
Business Intelligence – How NeuVue360 is a Game-Changer
NeuVue360 generates bespoke business analytics and visual management and is the ultimate companion to your business intelligence (BI) strategy. With this intelligence, NeuVue360 provides a new view for the way you manage your customer journey.
Identifying opportunities for improvement, NeuVue360 displays crucial analytics relating to your business processes and customer experience.
Caller wait times, service level agreement targets, and resource availability can all be reported on, providing insight into employee capacity. This information can also be used strategically to identify opportunities for increased efficiencies.
NeuVue360 insights will also improve your customers’ experience. Displaying caller information and integrating touchpoint intelligence enables your team to service your customers more efficiently, improving the customer journey.
Why Should You Choose Our Business Analytics and Visual Management suite?
What’s included in NEUVue360
What does Business Analytics and Visual Management mean for you?
An in-depth look into what’s included in NEUVue360
Like most businesses, you probably spend a fair amount of time inputting data into your Customer Relationship Management or Enterprise Resource Planning System. But how many insights are you actually getting in return for those efforts?
Even if your data is being exported, do you then have to spend hours poring over spreadsheets to actually make any sense or use of it?
With NEUVue360, we can take that data and present it in the form of easily digestible reports, charts, graphs and infographics – so your data becomes easily actionable. Insights about your business will be clearer than ever, meaning managing your business just got easier.
3CX Telephone System
The software-based, open standards IP private branch exchange (PBX) 3CX allows for complete Unified Communications out of the box.
It also allows for a number of innovative integration options with the NEUVue360 suite that means 3CX can actually be a telephone system that forms the basis of an excellent customer service system that you can build upon NEUVue360.
Using 3CX as part of NEUVue360 allows you to see who is calling in to your business, how frequently, and how long for, so you can target resources effectively. You can also track how long it is taking you to answer calls so you can maintain or improve your levels of customer service.
As calls come into your business, Vera2 checks if the Caller Line Identification is in your database. If so, Vera2 can display the ID and relevant information on a screen. This could be a supplier calling back with a quote, or a customer calling back in relation to an outstanding order – the information can be drawn from your CRM and made available before the phone is even answered.
This means that you can attain higher levels of customer service in your business. Calls from the same number will be annotated and if the caller has telephoned earlier in the day the last call handler’s name is displayed. Call handlers can then continue previous conversations without internal transfers and offer a more personal interaction – whether it is a sales enquiry turning into a sales order, or a service caller providing further information.
Managers are also able to track calls by customer, time and duration, call answering by department/individual, call flow and call handler performance, to allow for insights into resources and efficiency.
In it’s most basic form, NEUPresence is an integration between the 3CX telephone system and the call handler’s PC. When the call handler leaves their desk, they log out of their PC and the telephone is automatically set to Do Not Disturb – also showing the availability on Vera2.
Advanced functionality allows for the reason for being away from the desk to be recorded upon return. Categories can be set, such as ‘Break/Lunch’, ‘Training’, ‘Meeting’ or ‘Research’.
From this data captured it is possible to present information such as work pattern by individual, work patterns of teams, and how your staff receive their training – such as formally or “on the job.” This data, presented in easily actionable forms, allows for the targeting of resources, reviews of working patterns and how training is delivered in your company.
We can integrate data from your CRM and ERP with 3CX and make your company responsive to customer calls. When the call handler answers a call then the caller ID and selected related data can be brought forward on their screen so they can be immediately up to speed without having to question the customer. Not only does this show you’re really making efforts to make life easier for your callers, it can also drive efficiencies and boost productivity.
For example, if you sell, NEUConnect can be configured to bring forward outstanding quotations relating to that customer, so your call handler can respond in context. If you offer a service, NEUConnect can raise current service tickets so that you can immediately address the outstanding customer’s concern. NEUConnect can be configured for any business.
Put your business in plain sight of all your people so that everyone can take responsibility and proactively manage your levels of service. NEUBoards are powered by Microsoft PowerBI to offer clear, actionable infographics about the performance of your people and your business to empower everyone to work smarter and deliver on objectives and deadlines.
NEUBoards can be made visible across your offices so your teams can visualise their performance and service to your customers, help them strive to beat performance levels, and avoid slip-ups or issues. By putting these areas in plain sight with NEUBoards, you can drive your business performance to new heights.