Analytics add value to nearly every aspect of contact centers. Thanks to speech, text, and desktop analytics, along with predictive as well as self-service analytics, executing optimizations to CX is simpler than ever before.
With the potential for so much to go wrong in a contact center environment, any business intelligence tool intended to provide insight into your company’s deficiencies is a worthy tool. That mechanism must also be well-thought-out and produced in a way that caters to the specific unified communications needs of an enterprise or contact center.
The complexity of it all, is the reason, according to Jean-Charles Collin, Head of Product Sales Experts, Centile, why the company takes three different approaches to comprehensive analytics.
First, is Centile’s ready-to-use model, which gives users access to dashboard and wallboard solutions while extending a short time to market, Collin shared. Centile’s second data collection method is via API. Through its ISTRA API, users can build portals and screens that provide a full set of metrics for agents and supervisors of an Automatic Call Distribution (ACD). The third, mobile analytics.