What is Cross-Channel Analytics?
Cross-channel analytics allows real-time tracking of prospective customer behavior across multiple online channels including the business’ websites, mobile webs, SMS, IVR, social media, blogs, and smartphone applications. The goal is to monitor, manage, and improve targeted customer interactions. Cross-channel analytics aid in system usage and customer performance, more specifically with customer profiling and segmentation. It provides the company with information about completed business tasks, the success of the campaign, general customer acceptance, and usage time, trends and volume.