Action and insight engine
Information, insights, and suggestions are shared with a broad set of employees (including frontline agents) and tools (such as customer-relationship-management platforms) through an application-programming-interface (API) layer. For example, agents can receive alerts and notifications about the actions they should take to personalize customer experiences and improve CX outcomes. The API layer serves as a single source of truth, fueling recommendation engines based on both the data lake and customer scores. Importantly, the predictive platform, unlike survey-based systems, delivers timely insights and spurs swift action, both by employees and through digital interfaces.