Business Intelligence

 

An intuitive and powerful portal for management and analysis

Capture every word spoken through a rich set of monitoring tools, analytics and reports. Real-time and historical data, powerful management capabilities and informative dashboards showing customer journeys,  levels of understanding and escalations.  Enabling Customer Services Managers to monitor and manage automated services and live services in one place.

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Interactive Portal​

  • Dynamic interactive dashboard

  • Real-time monitoring of Digital Assistant

  • Supervisory escalation management

  • Blend automated/live service

  • Customer journey maps

  • Review trending conversation topics

  • Conversation heat-map analytics

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  • Customisable dashboards and analytics that present information as text, graphs, heat-maps, customer journey maps and other graphical images.

 

  • Dashboards show real-time information and all data can be presented within Contact Centre windows or browsers, 

 

  • Customer Services Managers to effectively monitor and manage automated services and live services in one place.

Monitoring and Reporting

Supervisors have access to a rich set of monitoring tools, analytics and reports.

 

Real-time visibility of customer interactions and powerful management capabilities enable approved users to have full management over automated response rules. 

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See our Virtual Assistant in action in a housing environment, including workflows.

Request a personalized live demo for the most relevant features based on individual requirements.