ANALYTICS + REPORTING FOR CONTACT CENTERS C1Admin
Transforming Customer Data into Meaningful Business Intelligence
ConvergeOne understands that contact center supervisors and business leaders need tools to assist in the decision making process. Accurate and consistent reporting and analytics give you insight into how the business is doing, and what may need adjusting in order to drive effective communication with your customers.
Traditionally, contact centers have measured success by tracking call length, average speed of answer, call duration and other key metrics. While these numbers are useful, they tell only part of the story of how well a contact center is performing.
Customer satisfaction means different things to different people and how you measure it will vary from one business to another. Likewise, first call resolution may not be a good indicator of service levels. There might be a good reason why a customer might call a second time to complete a transaction; conversely, a transaction being completed in one call doesn’t tell you how the customer felt about the experience.
Below are just some examples of ConvergeOne contact center analytics offerings specific to Avaya and Cisco. Our engineers are always involved in research and development to create apps that optimize the data collected in the contact center.
We can help you make sure every call that comes into your business has the potential to reveal important details about your agent/employee productivity and the experience you provide to customers.
With the Extended Call History Interface (ECHI) Reporting Suite from ConvergeOne, you can unlock the full potential and value of your Avaya Call Management System (CMS) data – gathering, interpreting, and reporting information that can help you enhance agent performance and service delivery. LEARN MORE
Customer Satisfaction Survey
Gain Insight into Customer Satisfaction
Customer Survey Manager (CSM) for Cisco offers a simple method for creating, launching and managing customer feedback surveys through IVR. Creating IVR-based surveys, in most cases, would require custom programming and expertise, but with ConvergeOne’s CSM, surveys can be developed and deployed in less than an hour.
Customer Survey Manager is helping a large digital satellite television company track the performance of their call center agents and installation employees/contractors. Using this customer survey software, they conducted two outbound surveys:
This high-volume outbound call campaign integrates the Cisco Unified Contact Center Enterprise, Cisco Outbound Option, Cisco Voice Portal (CVP), enterprise reporting systems, and their unique desktop applications.
Customer care calls
When customers call in, they are offered an opt-in post call survey where they can provide feedback on the specific agent that they worked with, and their performance.
Empowering Your Success
Explore Our Solutions
We work with more than 100 technology partners – leading hardware companies and software providers – so we can deliver the right solution for your unique needs. Our experience with these other leading companies enables us to design, implement, manage and support even the most complex multivendor environments. Learn more about our partners.