In every industry, business leaders rely on data to power effective decision-making. Unfortunately, countless companies still aren’t taking full advantage of the data they have. Often, they’re overwhelmed by too much information, or unable to sort through their data effectively. In fact, only around 49% of businesses are effectively using analytics to make decisions.
Kakapo Systems, a leading software solutions provider, has introduced a solution to the data overload issue. Vision360, the company’s comprehensive analytics platform, promises companies an opportunity to monitor, collect, and collate real-time and historical data more effectively.
We took a behind the scenes look at the Vision360 solution to examine the features and benefits that make this platform crucial for growing organizations.
Vision360 Review: What is Vision360?
Developed for the Cisco BroadSoft platform, Vision360 is a state-of-the-art reporting and analytics platform. It offers round-the-clock performance metric tracking, giving businesses a full and holistic insight into critical data and metrics, all of which can be immediately visualized and shared.
With its straightforward user interface, Vision360 gives companies the power to pinpoint all of the most crucial information generated by their contact center, paving the way for performance and customer satisfaction optimization.
Key features include:
- Real-time and historical reporting: Comprehensive performance metrics for every stage of the customer lifecycle and contact center journey.
- Intuitive UI: Easy-to-use interface with rich visualizations, allowing for rapid onboarding.
- Automatic syncing: Automatically sync new ACDs, auto attendants and other features to the system, for comprehensive overviews.
- Full call tracking: Cradle to grave reporting for every step of a call or conversation.
- Abandoned call monitoring: Comprehensive insights into all abandoned calls.
- Grouped omnichannel reporting: Create and disseminate reports to multiple users at a time, and dispatch reports across different channels.
- Enhanced dashboard: Centralized overviews of key performance indicators, customizable to suit individual requirements.
- Complete agent data: Full real-time and historical agent performance statistics.
- Call center summaries: Extensive incoming call handling metrics.
- Agent ACD state reports: Comprehensive insights into the current ACD state of all agents.
Vision360 Review: Ease of Use
Kakapo Systems designed Vision360 to eliminate the complexities of drawing insights from essential contact center processes and interactions. The intuitive dashboard can be customized to suit different business needs, and offers a comprehensive insight into every critical KPI.
With the Vision ACD dashboard, users get a real-time visual summary of all the conditions across the contact centers, highlighting success stories and bottlenecks. Users can quickly toggle between daily, weekly, and monthly views, as well as a “live now” feed of information.
There’s even the option to create top-performing queues, top performing agent dashboards, and insights into total calls and call outcomes (abandoned, answered, etc).
The call center summary report, in particular, saves businesses a lot of time sorting through essential data, with a 360-degree summary of all calls in every contact center and what happened with them. You’ll see which calls were answered and abandoned, how many calls your team have managed, which calls bounced, and even “average abandoned times”.
The stats available can be filtered to suit different preferences and time scales at the click of a button. Plus, you can download and share reports in PDF and CSV format.
For comprehensive team overviews, the agent activity summary provides a fantastic visualization of all of the agent performance metrics you need to monitor, from total talk duration, to ACD answered, wrap-up duration, and more. This gives supervisors and team leaders an easy way to identify their top-performing staff members, and those who need extra assistance.
Vision360 Review: The Top Benefits
With Vision360, business leaders get a unified view of all of their metrics in one, easy-to-understand platform that can adapt to their needs. With multiple reporting options for everything from Agent ACD state, to unreturned and abandoned calls, it’s simple to see which steps you need to take to optimize your contact center and customer satisfaction. Key benefits include:
- Exceptional agent management: Business leaders can gain in-depth insights into agent groups and individuals, for a deeper understanding of how to train, and manage their resources. From Agent ACD state reports to agent activity summaries, the comprehensive overviews make it easier to make the most out of your teams.
- Call abandonment insights: In-depth insights into abandoned calls ensure businesses can understand where they’re missing out on crucial interactions. The reports can even show which calls have been abandoned and not yet returned, so teams know which customers to follow up with going forward.
- Comprehensive summaries: Intuitive summaries help companies make faster decisions for contact center optimization. Auto attendant options summaries help you understand the performance of your auto attendants, while hunt group summaries show you how hunt groups perform over a specific time period. There are even full contact center summary reports.
- In depth insights: For deeper insights, companies can tap into disposition code reports, and CLI tracing capabilities, for investigating call journeys and bottlenecks. This helps business leaders make intelligent decisions on how to enhance and improve the customer journey, and makes it easy to discover opportunities for growth.
- Scalability: Vision360 is designed to scale and adapt to the needs of companies as they grow. The solution can automatically evolve as businesses add new employees and systems into their ecosystem, and ensure data remains synced in one convenient location.
Vision360 Review: The Verdict
Offering extensive summaries and insights for every facet of the contact center, Vision360 ensures businesses can take full advantage of their data. This intelligent analytical solution gives companies a more holistic view of customer journeys, employee performance, and even ACD technology, so they can make the most of their BroadSoft contact center, without the complexity.
For organizations in search of a full 360-degree reporting solution that eliminates the complexity of legacy systems, Vision360 checks all the boxes. This powerful system is endlessly intuitive, easy to use, and packed with solutions that optimize both your real-time and historical reporting capabilities.
If you’re looking for more insights into your contact center, and opportunities for growth, then Vision360 could be the perfect solution for you.
