Casca
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About
Casca, the Retail and Banking AI, captures audio data of customer-frontline interactions to deliver AI-powered analytics and insights into customer experience (CX) quality across core and custom KPIs. Through a live 'Single Pane of Glass' dashboard, businesses visualize their CX reality in real-time. Casca Insights provides an unparalleled profile of customer service, enabling isolation of problem areas and highlighting excellence. It supports cross-sell campaigns, compliance tracking, and gamification, offering a new approach to in-store sales management. Manni Insights, a component of Casca, gives real-time, detailed feedback on in-store customer service quality, collecting 20X more data than traditional surveys. It's scalable, customizable, targeted, and easy to use, helping bricks-and-mortar stores achieve outstanding customer service and increase interaction quality.
Platform
Task
Features
• detailed performance breakdown by individual transactions
• targeted training strategy support
• scalable deployment for multiple locations
• cross-sell campaign management and monitoring
• customizable cx objectives and metrics
• real-time live dashboard ("single pane of glass")
• ai-powered analytics for cx quality and kpis
• audio data collection of customer interactions
FAQs
What is Manni?
Manni is a suite of data collection and analytics tools 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 (survey tablets for customer perception) and Manni Insights (small devices to capture audio data of interactions).
What can I measure with Manni?
Drawing on data from thousands of interactions, Manni Insights provides a detailed profile of your CX quality, with comprehensive assessment of core CX KPI’s and tailored objectives.
How does CX analysis work?
We use AI-powered intonation and text analysis to understand and evaluate customer interactions, assessing key components like greetings, closings, and tailored objectives.
Is it kind of like mystery shopping?
For each transaction, you get a scorecard of quality and a recording of the interaction, similar to mystery shopping, but with thousands of assessments per year.
How do access the data?
We provide a live, interactive dashboard that presents near-real-time CX data. All CX data is consolidated into a single portal, a "single pane of glass".
How can I use it?
Manni Insights provides granular data to manage your customer experience and train for outstanding service, allowing for targeted training strategies that highlight excellence and isolate problem areas.
Who is this for?
This tool is for bricks-and-mortar stores that are serious about achieving outstanding customer service.
How does Manni help with training?
Manni Insights allows comprehensive assessment of customer service quality across the metrics you care about. Real-time big data enables a dynamic, informed, and targeted 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. Alternatively, we can analyze and delete recordings in near-real-time.
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.
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 highly secure.
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