Analytics

Big deal? Absolutely. It's Cradle-to-Grave only much better.

Data dumps mean nothing. Our optimization consultants understand that there's way more to contact center optimization than knowing a customer's system is up and leaving them to deal with the rest. What information do you need to make informed business decisions about your contact center? We capture vast amounts of voice portal and contact center data which we organize to create reports you can actually use.

By analyzing up to the minute contact center information and statistics we can make recommendations quickly about how to improve your automation rates. This data is used to generate standard and customized reports in real time that you can retrieve securely on demand via a web portal from any web browser. Now you can:

• Modify the IVR to reflect your customers' interactions with the contact center
• Take active management of caller experience
• Make informed decisions about your day-to-day operations
• Control cost of your automated solutions

Our Check Points are also a big deal. Contact Solutions analyzes Check Point data for you on a continuous basis and provide proactive recommendations that you can use to:

• Make business decisions
• Increase efficiencies
• Increase customer satisfaction
• Drive revenue

Business Intelligence is no longer an oxymoron

With the right business tools, every customer call is an opportunity to improve the success of your customer service operations.

Our reports include detailed views on the volume and nature of the calls being processed in the contact center, as well as the performance of the entire application, the host system, and the telecom network.

Data we provide to you 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