Web Recording and Replay
Contact: Nancy Bass, Accenture Software Sales and Client Management Lead, Address: 5 Spring Street,
Accenture offers Web Recording and Replay — an advanced way for carriers to capture, view and evaluate consumers' behavior online, providing added value to your Web analytics. Carriers have an enhanced ability to record how their consumers interact with their websites and how they perform online transactions. This valuable information can be used to resolve disputes, retain activity for audit controls, and use analytics to determine what improvements are needed.
In addition to consumer audits and dispute resolution controls, Web recording and Replay can be used for internal home office user operations and training. By reviewing web recordings, our clients are better able to understand how home office users are interacting with the system. They can understand why longer transactions times are occurring, whether users are struggling to locate information, etc. and make the necessary improvements.
When combined with ALIP, carriers can analyze consumers, agents or home office users' transactions and replay a specific transaction in a visual way that hasn't been available before, taking audit risk and transactional Analytics to a new level.