Business Intelligence

Revolutionise your operational efficiency levels with contact centre management reports

Gather business intelligence via a contact & call centre analysis report

Monitor performance to boost customer experience & satisfaction

Export essential data into your existing business intelligence solutions

CSAT, AHT, FCR… For all your core metrics, you need an accurate contact & call centre analysis report.
That’s where our VCC comes in.

Business Intelligence & Improved Decision-Making

Track agent performance, customer behaviour, service demand & more

Yield peak operational efficiency with contact & call analytics software

Data visibility is key to improving CX: Gather data, and export to existing BI solutions

Custom or pre-built contact & call centre analysis reports: Maximum flexibility

Need contact & call centre analytics software for
more data-driven decisions?

How Business Intelligence Unlocks Operational Efficiency

Contact and call centre managers in the charity, retail, public and construction sectors understand the business value of insights into customer behaviour and operational performance.

By utilising predictive analytics, agent tracking and business intelligence, you can make data-driven decisions to improve customer satisfaction and refine your contact and call centre operations.

Performance monitoring is vital to determine areas that require improvement, and make more informed decisions that drive better outcomes.

With our VCC, you unlock the power of business intelligence. This represents access to the insights you need to make strategic decisions that bring your day-to-day operations into alignment with your long-term goals.

Contact & Call Analytics Software: Precise Reporting on Hundreds of Metrics

Contact and call centre managers must track key metrics and KPIs to improve operational efficiency and ensure ongoing customer satisfaction.

It takes time, resources, energy, and effort to gather the data needed to draw conclusions – but with our Virtual Contact Centre, you’ll have access to hundreds of business intelligence reports.

For instance, our automated technology can instantly pull 100% accurate reports on: customer satisfaction score, Net Promoter Score, first contact resolution, average handle time, call summary, length and delivery, caller location and profile, queueing and overflow figures, IVR call profiles, and SMS chat user activity.

And that’s just the tip of the iceberg.

By tracking and monitoring so many data sets – at such a precise level of detail, in real-time – managers gain valuable and unprecedented business intelligence to improve operations and enhance performance.

Business intelligence at your fingertips.
Start optimising your customer experience today.

What Other Insights Can the VCC Deliver?

CSAT / Customer Feedback

Real-Time Reporting

Voice Analytics

Business Intelligence: FAQs

What is business intelligence?

Business intelligence refers to the collection, analysis, and interpretation of data to inform decision-making.

In the context of a contact centre, the business intelligence that our VCC enables helps managers gain actionable insights into customer behaviour, operational efficiency, and customer satisfaction. By using a contact centre management report, managers can make data-driven decisions that improve call centre operations and the overall customer experience.

Why does it matter for the modern contact centre?

Business intelligence matters primarily because it enables the tracking of important metrics and more informed decision-making. In today’s fast-paced business environment, contact and call centre reporting tools help managers quickly identify issues and opportunities, allowing them to respond faster and stay ahead of the competition.

What are the benefits of a contact and call centre analysis report?

The benefits of a contact centre analysis report are numerous. To name just a few:

  • It helps managers track key metrics such as CSAT, AHT, and FCR, giving them valuable insights into call centre performance
  • It enables data-driven decision-making, allowing managers to make informed decisions that improve operations and enhance the customer experience
  • It provides a detailed contact and call centre analytics dashboard, helping managers identify areas for improvement and optimise performance.
Does the VCC support predictive analytics?

Yes, our Virtual Contact Centre supports predictive analytics.

By using advanced algorithms and machine learning, our software can analyse historical data from call centre reports to identify patterns and make predictions about future contact centre performance.

Where can I go to learn more about contact and call centre analytics software?

There’s a few options available here. To learn more about the power of data from call centre reports contact and call centre software for reporting, visit our resource centre and blog. We offer a range of resources and services to help you optimise your operations.

Alternatively, get in touch with our team today – we’ll be happy to answer any questions, and get you started on the path towards a more efficient future.