Step 4
Don’t let valuable data go to waste
High-performance businesses lead the way in generating value from advanced analytics. If you’re serious about optimizing customer experience, then data is your friend. To give you the edge you need, your contact centre platform should be capable of consolidating data from across your customer engagement activity and presenting it in the form of various actionable performance metrics.
It’s hard to make timely data-driven decisions when you have to aggregate information from multiple communications tools. 8x8 provides a single platform that offers clear, consolidated analytics across all your cloud communications, so you can focus on taking action based on the insight you receive. We offer a potent combination of performance analytics and management tools that will help you monitor customer trends and identify areas where coaching or other optimisation is needed. From Supervisor Workspace, a personalised interface that consolidates high-level trends and data from across the contact centre platform, to Analytics for Contact Center which provides a deep dive into all contact centre-related data.
Personalised visibility with Supervisor Workspace
Customer journey analytics
Customisable, real-time dashboards
Historical reporting across all channels
Graphical IVR metrics and path analysis
Performance insights available at agent and team levels
Post-call survey insights
Trend and sentiment analysis
Conversation highlights with annotation tools
Call quality trends
Campaign monitoring
Topic mapping and drill-down visualisations
Quality Management tools for improving agent performance
