Contact Center Analytics

Smash down those data silos and unlock your 360° view

Create custom dashboards and get to access to out-of-the-box analytics tools.

Enterprise grade data warehouse and BI layer.

Suitable for any contact center size: startup to enterprise.

Our partners:

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Visibility across all channels

  • Create dashboards and visualizations that show the full spectrum of your customer conversations, wherever they occurred.
  • Receive a 360º view of the whole business at once — across all channels, agents, interactions and regions.

Measure and monitor your KPI's

  • Get equipped with pre-defined out of the box metrics such as AHT, AWT, Hold Time, and agent utilization.

Realtime & historical data

  • Our unified data warehouse and business intelligence layer allow you to cover real-time and historical domains using a common data set.

Out-of-the-box analytics tools

  • Common call center metrics: IVR Duration, Interaction Duration, Containment Level, Service Level, Talk Time, Wait Time, Hold Time, Handle Time.
  • Reports: ACD, IVR, Evaluations, Speech, and Dashboards.
  • Key Questions: 12 pre-loaded visualization sets that represent the most important areas of contact center business and operations.

Create custom dashboards for any metric or group of metrics

  • 50+ pre-built dashboards and visualizations designed to meet common contact center needs. Customize colors, brands, metrics, and visualizations.
  • Import data from third party sources such as Twitter, Salesforce, or Service Now.

See SuccessKPI in Action

If you have a business problem you want to discuss or just want to see how our technology can help you, please book some time with our team. We can walk through our platform, discuss your business needs, and see how we can apply our customer experience analytics tools to bring real world impact to your team.

Book a Demo for more information on Contact Center Analytics.
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