About Us

Business Intelligence

CSI records every interaction your customers have through our shared IVR service which means we collect a vast amount of information about what your callers expect from your applications. The information we collect includes:

• Cumulative month-to-date calls, minutes, average call duration, transfer total and percentage
• Cumulative month-to-date calls, minutes, average call duration, transfer total and percentage, by inbound number
• By exit point, total number of calls, number of transfers, and number of hang-ups
• By exit point, total number of calls, number of transfers, number of hang-ups, and number of closed calls
• By day, cumulative month-to-date calls, minutes, outbound minutes, outbound duration and bridged call statistics
• By day, cumulative month-to-date number of calls for each exit point
• By exit point, cumulative month-to-date number of calls for each day, with exit condition
• By agent, count of answer to each question

The insight we gain from analyzing information from your IVRs gives us the ability to make recommendations quickly about how to improve your automation rates. CSI is uniquely suited to help our clients gain real-time business intelligence from their 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.

With the right business tools, every customer call is an opportunity to improve the success of your customer service operations. The wealth of reporting capabilities we employ enables active management of the caller experience and helps control the costs of your automated solutions. Tight integration of your host systems, contact centers and IVR applications provides meaningful data that helps you make more informed decisions about your day-to-day operations. In addition to the standard reports available, custom reports can also be designed to capture specific client needs and requirements.

Our extensive set of business reporting tools delivers up-to-the-minute information about caller activity and system performance. Reports include detailed views on the volume and nature of the calls being processed by the IVR system, as well as the performance of the entire application, the host system, and telecom network. Information about system performance is reported in real-time and can be accessed from the convenience of a web portal anytime and anywhere.