Bridge the operational and data silos within your organisation. Provide a unified customer view across your contact centre platform, data warehouse, customer data platform (CDP), marketing platforms and more.
Provide teams across your organisation with quality customer data. Manage access to data sources and application capabilities using role- and team-based permissions to make sure everyone has what they need.
Reduce the time analysts have to spend performing complex aggregations and transformations every time they need to be able to answer a new question with an integrated customer journey data hub.
Say goodbye to having to transform all of your data to match a predetermined schema. Our agile data fusion™ approach lets you start with a few data sources and add more as needed so you can start to see results faster.
No need to manually append a common identifier to each and every data source. Autonomous identity resolution™ joins events across common customer identifiers in real time as you add data to the journey data hub.
A purpose-built architecture provides compression, storage and retrieval of time-series journey data. And it provides room for your organisation’s growth — you can easily scale up to billions of customer interactions with your brand per day.
40%
of CX leaders say lack of consolidated data and analytics impacts their ability to deliver a seamless customer journey
“The State of Customer Experience,” Genesys, 2023
Unify vast quantities of customer interaction data across operational systems, isolated databases, centralised data warehouses and customer data platforms. Gain the ability to analyse every interaction with your brand. Break down today’s customer data silos and provide a comprehensive view of each and every customer’s experience with omnichannel time-series data.
Too often, potential customer data is stored in disparate, isolated databases, warehouses and platforms. Siloed data can’t get to the people who need it, when they need access to it. Connecting all the sources of data across your business is key. Integrated time-series data provides the foundation you need for a journey management approach.
Power real-time analytics, modeling and orchestration using the first headless journey data repository. The Pointillist Customer Journey Data Hub creates a scalable, centralised source of customer time-series data that supports mission-critical activities across even the largest enterprises.
The Pointillist Customer Journey Data Hub eliminates the need to perform complex aggregations or transformations to conform to a strict schema. Instead, you can quickly get up and running with the data you’re already collecting. Integrate data from the web, mobile apps, customer feedback management, speech and text analytics tools, and more.
Autonomous identity resolution creates unified customer profiles in real time without requiring a single customer identifier across all data sources. So it works equally well if you already have a data warehouse, data lake or CDP.
Use email addresses, phone numbers, customer IDs, session IDs, cookie IDs and more to connect customer data into unified profiles. It even works with multilevel identifiers, like customer, account number and household ID. As new data streams into the Pointillist Customer Journey Data Hub, it automatically links previously anonymous behaviour to known profiles.
It’s never been more important to be able to protect customer data, both for compliance purposes and for customer peace of mind. Data managers need to stay ahead of constantly changing regulatory compliance and data privacy requirements. This means having enterprise customer data management software that provides a high level of transparency.
The Pointillist Customer Journey Data Hub makes it easy to assess and monitor data quality. Data owners can rapidly audit, confirm lineage and trace issues with built-in and custom extracts. You can even manage access to data sources and application capabilities using role- and team-based permissions so the right people can access the right data when they need it.
Genesys Named a 2022 Leader
Forrester Wave™: Journey Orchestration Platforms
Customer journey data refers to the information collected about a customer’s interactions with a company across different channels and touchpoints. This can include data from website visits, social media interactions, call centre interactions, purchases and more. This data can be analysed to begin creating a customer journey map to visualise the best route from prospect to customer. It provides insights into customer behaviour, needs and preferences.
There are various ways to collect data from customer journeys. This includes tracking website interactions, recording customer service calls, monitoring social media activity, analysing purchase histories and conducting customer surveys. Digital tools and platforms like web analytics, CRM systems and customer feedback tools can help automate this data collection.
