Enkata has added Customer Segment Analytics as part of its Enkata Discover 8.0, the latest version of its on-demand contact center analytics solution. According to this news release on Business Wire, the new feature enables users to create customer segments on the fly based on operational events and also to create segments from imported customer lists for millions of customers.
"A powerful new development, Customer Segment Analytics, allows companies to track the impact of operational events on their customer experience and service costs. Using Customer Segment Analytics, business managers can measure how customers react to marketing campaigns, product/service changes, and self-service strategies in the service channels to quickly gauge success or failure. Once a customer segment is created or imported, business managers can track the service metrics associated with the customer segment over time including the number of calls, web visits, emails, CSAT score, First Contact Resolution etc.'