"Value network mapping of an organization,
or even better, multiple organizations is
the most unbiased and necessary view into
what really goes on in business interactions.
If done successfully, it changes the way
job roles and the value of interactions are perceived and measured."
LaVeta Gibbs, former Director, Global Contact Center Strategies, Cisco Systems
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Customer support
Challenge: High costs and risks in support escalations
Global technology company—Customer support improved predictability of escalation up to 90% with Value Network Intelligence generated by our Enterprise Edition. Predictive capability now allows for preemptive case handling to better meet Service Level Agreements (SLAs). Learn more...
Challenge: Too many solutions creating needless complexity
Multinational software company—A poor user experience resulted in 92 competing initiatives to fix the website and improve the customer support. Using VNA, the company consolidated efforts into 32 complementary initiatives and better defined requirements for a customer support application. Learn more...
Challenge: A fragmented support network confusing the customer
Large network equipment vendor—More than 500 contact numbers made it difficult to track help desk activity and needs. Using VNA, the company reduced the amount of time and effort it took customers to find the right help and justified additional equipment and support needed to improve response time. VNA also defined better flows of customer insights to product teams.
