Focus on the KPI’s that will positively impact business workflows, improve customer service and streamline operations. Manage the complexity and optimize the performance of your omnichannel communications environment with comprehensive business intelligence tools.
Combine Power BI with Anywhere365® data for actionable business intelligence from a global or a more granular view.
Easily see all the conversations with a customer: from an IVR, a bot or an agent. And from initial contact to final resolution.
Combines Timeline with all your available data to add contextual intelligence and understand the full customer experience.
Historical performance data enables you to stop time-wasting and create “what-if” scenarios for holidays or busy periods.
Record and log recordings and transcripts in Sharepoint for agent coaching, quality monitoring and compliance purposes.
Supervisors can listen to, whisper and barge in on calls for training purposes or to immediately mitigate customer issues.