Casca
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About
Casca is a Retail and Banking AI tool that provides data collection and analytics for CX monitoring and training. It captures audio data of interactions between customers and frontline employees and extracts insights into the quality of CX across core and custom KPIs. Casca Insights provides a detailed profile of customer service, allowing users to isolate problem areas and highlight excellence. Features include cross-sell campaigns, compliance tracking, sales tips, gamification, a real-time dashboard, transaction recordings, customizable metrics, and KPI tracking.
Platform
Task
Features
• data collection
• kpi tracking
• real-time dashboard
• customizable metrics
• cross-sell campaigns
• ai powered analytics
• single pane of glass
• transaction recordings
FAQs
What is Manni?
Manni is a suite of data collection and analytics tools designed for CX monitoring and training. Think call-center recording and analytics brought in-store for the first time.
How does Manni collect data?
Data is collected through two in-store modules: Manni Rate and Manni Insights. Manni Rate utilizes survey tablets, assessing the customer perception of the interaction through rapid exit surveys.
What can I measure with Manni?
A lot. Drawing on data from thousands of interactions, Manni Insights provides a detailed profile of your CX quality, with a comprehensive assessment of core CX KPI’s along with any tailored CX objectives you would like to focus on.
How does CX analysis work?
We use a combination of AI-powered intonation and text analysis to understand and evaluate customer interactions. There are a few key components of good customer service that we assess for all clients.
Is it kind of like mystery shopping?
Well, sort of. For each transaction, you get a scorecard of quality and a recording of the interaction, in much the same way as mystery shopping. But instead of a few transactions being assessed per year, you get thousands.
How do access the data?
We provide a live, interactive dashboard that presents near-real-time CX data. Multi-channel data is integrated into what we call _a single pane of glass_, that is, a single location where all CX data is consolidated.
How can I use it?
Manni Insights provides the granular data you need to manage your customer experience and train for outstanding service. Cross-location comparison and detailed CX scorecards help highlight excellence.
Who is this for?
Bricks-and-mortar stores that are serious about achieving outstanding customer service.
How does Manni help with training?
Manni Insights allows you to comprehensively assess your customer service quality across the metrics that you care about. The real-time big data we provide allows for a revolutionary training approach.
How should I approach training with Manni?
Our philosophy is that Manni should be used as a carrot and not a stick. Use our data to reward top performers and recognize success, while coaching up those who have room for improvement.
Can I access transaction recordings?
It’s up to you. We provide the optional service of storing audio recordings in a searchable database accessible through our dashboard. Most clients favor this option, finding the ability to search past recordings beneficial.
What if I only care about very specific CX objectives?
Perfect. The Campaigns feature of Manni Insights allows you to define exactly what you want to measure, allowing for integration into the most tailored CX strategies.
How long does it take to install?
Typically a full installation of the Manni devices in a single location takes less than half an hour.
Can I use just one of the Manni products?
No. Because it processes data from multiple microphones, It only “hears” what your employees are saying and does not listen to customers.
Who has access to audio/CX data?
All data is confidential and can only be accessed by authorized individuals affiliated with the client. Audio data, if stored, is encrypted and stored in a highly secure location.
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