Free 30-Day Demo Phone Analytics for Your Communications Cloud

Integrated analytics that enable businesses to monitor and learn how customers interact with your brand are vital to your communications cloud. With our business phone analytics platform, you can turn your business data into business intelligence.

Businesses today need to stay competitive by understanding their customers’ behavior. They must consider how and why customers contact them, how that customer touches different parts of the organization, how interactions get resolved and how customers feel about their customer service experience. 

It’s no longer enough to just look at a snapshot of an engagement and assume what their experience might have been. It’s about capturing the journey of each customer’s phone call to gain insight as to where it takes them. In our new hybrid working world, the cleanliness of the customer journey is critical. The shorter and more efficient the journey, the better the customer experience. Good experiences lead to greater loyalty and retention. 

Creating data-driven decision opportunities based on a complete picture of the customers’ behavior with actionable insight allows companies to share group performances, dashboards and team wallboards. Managers will be able to review and manage their agents’ performance and help when support is necessary, identify knowledge training gaps, and predict agent requirements for resource optimization to keep customer service levels high. Trend reports will keep teams on target and focused on success. Additionally, team performances can be shared within departments, allowing an understanding of how individuals spend their time, whether they’re overloaded or not busy enough, or if there are any ineffective hunt groups, auto attendants or queues.

Meaningful user key performance indicators (KPIs) can track how effectively and efficiently a contact center achieves the business objectives. KPIs can also help motivate individuals and agents, enabling them to monitor their performance in line with personal and departmental targets, such as:

• How many calls were missed? 
• What is the average time in the queue?
• What is the first response time?
• What is the average speed of an answer?
• What are your busy periods? 
• How many calls went unreturned? 
• How many calls were made? 
• How much time do you spend on a call? 
• Which calls should be considered for a follow-up? 
• Can the call journey be simplified and involve fewer people? 

Knowing the answers to questions above helps businesses enhance the overall customer experience and drive customer satisfaction. Business phone analytics will help your business retain customers, increase sales, meet SLAs (service level agreements) and reduce costs through more informed decision making.

Enhancing Your Communication Cloud 

We know how beneficial this platform has been for our clients’ communication cloud, so we are offering a 30-day free trial. If you are interested in trying Universal Connectivity’s business phone analytics, request a demo and sign up for 30 days free.