About Us

Business Intelligence: Reporting

CSI shared IVR services have been architected with the flexibility to allow for a steady stream of business intelligence to be produced. By looking at standard exit points on reports, we are able to see where customers are leaving. We can provide information at a macro or much more specific level. Delivering useful, timely information about caller activity in the IVR is critical to measuring and improving the quality and effectiveness of the automation solution. The information provided by CSI's management and monitoring tools is vital for managing the IVR as well as the contact center on a day-to-day basis. Historical and trend information is also a valuable tool for the caller experience to improve automation.

The insight we gain from knowing everything to do with your IVRs gives us the ability to make recommendations quickly about how to improve your automation rates. CSI is uniquely suited to help you gain real-time business intelligence from your IVR systems. CSI can provide real-time up to the minute statistics that can be viewed from any web-browser as we track the detail of every call. This helps you modify the IVR to reflect your customer's interactions with the contact center.