In today’s digital workspace, data is king.
No matter the vertical sector, it has the power to help enterprise change the game.
But collecting and collating is no longer enough.
Add analysis to the mix and an organisation is well-placed to make the informed decisions that can really shift the dial.
Nowhere is that more pertinent than in a call centre environment.
From call volumes to call duration, and from agent productivity to resource planning; real-time data analytics can provide the soundest of footings on which to make the smartest of decisions.
And, for channel resellers and Managed Service Providers, that means opportunity abounds.
“Businesses are under constant pressure to improve their levels of customer service and the call centre is where that all starts and ends,” says Jennifer Howden, European Marketing Manager of cloud-based computing and communications vendor Evolve IP, whose customisable, white-labelled data analytics solution by Akixi is the perfect case in point.
“Having the right data enables businesses to make intelligent operational and strategic decisions that drive everything from customer satisfaction scores to bottom line productivity.
“For channel resellers, having a proven and affordable data analytics solution to offer either an existing customer or a prospect is a real differentiator.”
Evolve’s easy-to-use, plug ‘n play solution confronts two major challenges: tackling inefficiency and improving visibility.
It collects over 400 statistics or ‘data sets’ across 20 different types of report; from the basic logging of historic calls, messages and webchat exchanges to the provision of comprehensive analysis such as call/message length, call/message quality and content, and individual agent practice.
It brings the resulting information to life via customisable and easy-to-assimilate ’wallboards’ comprising charts, dials and alarms; accessible to users anywhere and at any time via any device.
