Call Center Software Products: Envision Analytics
Analytic dashboard drives call center efficiency and reduces costs.
Envision Analytics™, a Web-based dashboard, consolidates information across the contact center or enterprise, allowing you to optimize performance against your key business goals. The dashboard combines disparate data sources into a single, comprehensive view, which allows you to gain superior insight into your performance.
With Envision Analytics, you can:
- Gain real-time insight and take action to optimize your performance
- Improve first-call resolution by rapidly identifying service and quality issues
- Drill down into agent-customer interactions to gain “voice of the customer” intelligence
- Reduce costs and improve productivity with a consolidated dashboard
- Increase revenue by identifying new cross-sell, up-sell and training opportunities
- Measure, benchmark and calibrate call center performance using key performance indicators and customized scorecards
- Identify top performers and underachievers within the call center
Effective Call Center Analysis Improves Decision Making
Our powerful analysis solution allows you to identify patterns, trends and relationships in customer and contact center data. With Envision Analytics you can perform customer experience analysis to understand how your people and processes can work together to deliver exceptional service. You can quickly and easily correlate your performance against customer satisfaction scores and identify areas for improvement. In addition, segmented recording analysis provides you with a cradle-to-grave view of the customer experience, from initial agent contact to back-office transfers. Better insight can help you adjust processes or implement new training programs to improve customers’ experience.
Move from the silo-based analysis required with disparate systems, to a holistic view of your performance. Easily correlate, compare and contrast ACD, CTI, CRM, sales, marketing and other contact center data against your key business drivers to improve the quality of your performance. With Envision Analytics you gain the strategic and operational intelligence you need to make better decisions, faster.
Integrates Seamlessly With Envision™ SpeechMiner®
Envision Analytics allows you to search and analyze unstructured data collected in recorded customer conversations. From the dashboard, you can:
- Drill down into specific customer conversations to
understand the underlying causes of poor service
- Identify new cross-sell and up-sell opportunities
- Refine sales and marketing programs to better meet
customer needs
- Quickly transform unstructured customer conversations
into the intelligence required to improve performance of
your agents, group and enterprise.
The solution’s Web-based dashboard makes it easy to share the "emotion" of your customers by describing their expectations
in their own words.
|
|
"With Click2Coach, our agents have reduced their call handling time by 17 percent, to just under two minutes, while simultaneously improving the customer interaction. Both of these accomplishments result directly from coaching and show that you can improve quality and efficiency at the same time."
Charlie Moore, customer service director, Borders Group
|
