Contact Centre Analytics
Enable better decision making and understanding, with call centre analytics covering customer information, overall activity, and agent performance.
Get the data you need to make decisions
Our call centre analytics help you to make the most of your contact centre with comprehensive and customisable reports.
Complete accountability – Drill deep into any area of operations.
Access key knowledge – Discover how to operate more efficiently.
Create reports instantly – Set your own report parameters
Use data flexibly – Select exactly what you need to know.
Monitor And Track Performance
Get everything you need to understand how your contact centre is using its telephony system and where you can make improvements. With comprehensive call centre analytics you can have a high level overview or drill down into specific details, filtering data as appropriate.
All call reports use up-to-the-minute data. Live status reports keep you on top of your phone system and can alert you of opportunities that would otherwise be missed.
Total Accountability
Clear, understandable call reports play a vital part in proving the effectiveness of your telephone system. With ContactNow’s contact centre analytics, it’s easy to segment reports and split data to focus on whatever you’re interested in. Discover and demonstrate the effectiveness of your approach – in as much detail as you need.
Collect
We collect comprehensive data for all your customer interactions and track each user's activity throughout their day. Everything we know about your contact centre is saved in our secure data centres.
React
Get access to live statistics or run reports on historical data. Our powerful graphical call centre analytics will help you spot trends and patterns in your data so that you can identify performance issues and take corrective action.
Turn data into knowledge
with our sophisticated contact centre analytics engine
Power in your hands
Clear, understandable reports put the power in your hands. Gain better oversight of what's happening across your contact centre within our tailored, out-of-the-box reports, helping you quickly react and adjust.
Filter and refine
Easily segment your data with custom filters. You can focus on what matters to your contact centre, in as much detail as you need. By drilling down into granular detail, you can see the effectiveness of your activity.
Analyse your performance
Streamline the way you operate.
Trends
Never be caught by surprise again by identifying trends as soon as they appear. With quick access to our powerful administration tools, you'll be able to divert resources instantly so that none of your opportunities are missed.
Patterns
Compare your statistics over time and see recurring patterns in your activities. With more information about what works and what doesn't, you can better manage your resources and plan your operations more accurately to ensure your team can meet customer demand.
Build better connections
Learn more about your customers and connect them to the right people at the right time.
Interactions
Every time one of your customers tries to contact you, you'll know about it. We record all your calls and save transcripts of every chat and make it available in our reporting platform. You'll know them better than ever before.
Relationships
Customers are looking for someone they can trust. By connecting them to your best people you can build stronger relationships. See which teams are performing and make sure your customers are getting the highest quality service.
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