Call Center Analytics
Unlock Your 360–View
Measure and improve your customer experience with business intelligence for contact centers. Get a full view of all customer touchpoints and put insights to action in a secure AI-powered platform.
Built for Enterprise Performance
Simple things easy
Designed for the busy business user, bring your real-time and historical data together with prebuilt connectors, and gain timely insights with out-of-the-box dashboards and visualizations.
Complex things possible
Built with enterprise-grade data warehouse and secure BI layer to flexibly evolve with the needs of large contact centers’ data needs. Customize roles, reports, visualizations, and more.
Ready-to-Use Contact Center Analytics
Pre-loaded with 50+ pre-built dashboards and visualizations to answer your pressing questions, and fully customizable for any way you need to dice and splice your data. Plus, activate the subscription setting to deliver insights to the right people at the right time.
Real-time Monitoring
Get live insight into your contact center to understand what’s happening right now, from your queues, agent status, and more.
So you can quick answer these questions and more:
- How are my queues performing?
- How many emails are on hold?
- How many agents are available?
- Which calls need support now?
Historical Call Journey
See how calls are contained and transferred across various components of the contact center and associated metrics, and leverage trends to inform your business decisions.
So you can quick answer these questions and more:
- What’s my IVR containment level?
- What’s our agent utilization rate?
- Has my AHT improved this quarter?
Powerful Data Connectors
Blend contact center metrics with structured and unstructured data from third-party sources including CRMs and HR applications, and further enhance it with speech analysis to see what is truly impacting your pipeline and revenue.
- Filter, group, and join multiple structured and unstructured datasets
- Combine charts, grids, and graphs
- Securely handle millions of records of data
Quick Set-up for Immediate Insights
SuccessKPI connects directly to your contact center platform and brings in data from third-party channels with 180+ pre-built connectors. It’s that easy.
Trusted by Global Companies
SuccessKPI has been a game-changer for our company. Their robust data analytics solution has revolutionized our reporting process, saving us countless hours previously spent manually assembling reports in Excel. Thanks to SuccessKPI, we’ve been able to dive deeper into our data, uncovering valuable insights that have empowered us to identify areas of improvement in our contact center. – Michael Pena-Ariet, Process Innovation Analyst at Alegeus
Bringing SuccessKPI on board was one of the easiest implementations I have experienced. On day 1, we were able to start listening and scoring calls. It was as if someone turned the data lights on for Edcor. — Terry Lang, Director of CX at Edcor
Secure
Automatic PII Redactions, Built-in Risk-Mitigation Features
Compliant
Third party certified PCI, SOC2, HIPAA, GDPR, CCPA, LGPD compliant
Reliable
100% Uptime
Fast
Set-up in minutes
Scalable
1000, 10,000 or 100,000+ agents
Related Resources
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