Enhance Call Center Performance
Access Real-Time Call Intelligence
Examine In-Depth Call Analytics
Measure Individual and Team Call Data
Want to stay ahead of the competition? Everyday your team interacts with customers - so it is vital to listen, learn, measure and analyze these interactions to improve overall business productivity and the customer experience. iCall Suite makes it easy to deliver actionable insight by sharing group performances, dashboards, team wallboards and trend reports to keep teams on target, focused on success as well as give insight to training opportunities.
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- Manage customer service teams with wallboards and KPI-led dashboards, and historical trend analysis.
- Achieve your business goals by diving deep into performance reports by user, short-term events tracking and long-term trends.
- Use group performance charts to measure callback performance and staff productivity.
- Gain visibility into call journeys to optimize workflows for faster, more productive customer interactions.
- Display predefined metrics, like call volumes, to respond quickly to changing needs.
- Increase customer satisfaction by using customer-focused reports to modify processes.
- Powerful APIs to integrate your data to your CRM.
- Customizable settings to ensure company and industry compliance requirements.
- Report sharing to keep leadership updated on call KPIs.
- Streamline your call center operations with dedicated workspaces with the supervisor console and agent console.
- Give your managers an easy way to review and manage their agents’ performance and jump in when support is needed.
- Provide agents with clear direction, feedback and a collaborative environment.
- Ensure business continuity with desktop, mobile and tablet access.
- Log in from anywhere to monitor your team’s status, providing flexibility to your employees.
- Remotely access insights day or night and be able to respond to immediate needs of your customers.
Business Call Analytics Videos
Executive Summary
Missed Calls
Busy Periods