Yonyx - Decision Tree based Customer Interaction Graph - Platform Overview
0:00 Overview
1:21 Guide Authoring View
3:00 Placeholders - Objects that store data
4:06 Forms/Commands & Auto-Traverse Conditions
8:43 Data Connector for CRM Integration
10:22 Cumulative Traversal Analytics
11:52 Yonyx Custom Commands
12:36 Yonyx Multilingual Guides
Yonyx is the leading cloud based platform for creating decision tree driven interactive guides. These guides are used for interactive troubleshooting, customer service, agent call scripting at large call centers, technical support and IT Helpdesk etc.
Internal users access these guides from within CRM systems like Salesforce, Microsoft Dynamics, SAP, Oracle, NetSuite, ServiceNow, Zendesk etc. External users (e.g. consumers) access Yonyx interactive guides from your websites, chatbots, mobile apps, social media pages etc.
Using Yonyx guides for customer service helps improve consistency and quality of service delivered, improve customer satisfaction (CSAT), reduce cost and deflect up to 50% of incoming calls through interactive self service.
When used for agent scripting for inside sales, marketing, lead qualification etc., these guides help increase average revenue per associate by improving the consistency of objection handling, and measuring the effectiveness of each step in the customer interaction graph.
Yonyx Data Connector helps read/write data fields from CRM systems like Salesforce and enable agents to skip steps along a customer interaction pathway, based on the value of such data fields.
Built on a unique decision network architecture (DNA) foundation, Yonyx is also the most powerful analytics platform that helps customers derive insights into their customer interactions that simply cannot be derived in any other way.