C1 understands that contact center supervisors and business leaders need tools to assist in the decision making process. Accurate and consistent reporting and analytics give you insight into how the business is doing, and what may need adjusting in order to drive effective communication with your customers.
Traditionally, contact centers have measured success by tracking call length, average speed of answer, call duration and other key metrics. While these numbers are useful, they tell only part of the story of how well a contact center is performing.
Customer satisfaction means different things to different people and how you measure it will vary from one business to another. Likewise, first call resolution may not be a good indicator of service levels. There might be a good reason why a customer might call a second time to complete a transaction; conversely, a transaction being completed in one call doesn’t tell you how the customer felt about the experience.
Below are just some examples of C1 contact center analytics offerings specific to Avaya and Cisco. Our engineers are always involved in research and development to create apps that optimize the data collected in the contact center.
We can help you make sure every call that comes into your business has the potential to reveal important details about your agent/employee productivity and the experience you provide to customers.
With the Extended Call History Interface (ECHI) Reporting Suite from C1, you can unlock the full potential and value of your Avaya Call Management System (CMS) data – gathering, interpreting, and reporting information that can help you enhance agent performance and service delivery. LEARN MORE
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