Knowledge is power in any business but gaining in-depth understanding of your contact centre has long been a priority, relying on reporting and analysis to gain a picture of where efficiencies and process improvements can be made. Traditionally, this was performed retrospectively with lengthy analysis of complex reports that often left critical insights undiscovered within huge volumes of data. Mida Call Analytics, which was launched earlier this year, aims to eradicate complexity and shine a search light into previously uncovered areas of enterprise communications to help customers maximise their potential.
The newly designed offering comprises an advanced reporting solution that integrates business intelligence capability to enable users to get professional insights on the UC data they choose to analyse. The solution includes three different modules, each of them focuses on a specific set of data, aimed to provide insights about the contact centre, enterprise accounting or compliance recording.
The Contact Center Module of Mida Call Analytics has been developed to address analysis of call centre activities and include a set of pre-determined and ready-to-use reports, available in CSV or PBIT for Power BI formats. Mida also provides customers with complete documentation that enables them to easily understand how the service works and how to interpret the data listed in standard reports. They can then take this forward to make use of direct access to their database to create their own reports, which can be personalised.
Personalised reporting enables users to focus on contact centre issues that affect their businesses so they can target specific areas. They can then improve the service and grow their business by examining the key performance indicators that are of most importance to them. From a business management perspective, this enables easy identification of critical points and helps uncover unexploited potential.
This module helps Mida customers to improve the service they provide by, for example, knowing how it is performing, if there are specific weaknesses to be addressed or if compliance with service level agreements is verified. In addition, the module can be used to monitor improvements and drill down into an agent’s performance. Individual KPIs can be analysed in order to uncover if additional training sessions are needed or whether agents are over-stretched and size of the team needs to be expanded to accommodate peak loads.
“Your contact centre data is a huge resource that contains relevant information you should know about in order to grow your business,” says Mauro Franchin, the Chief Technology Officer and Founder of Mida Solutions.
“You should constantly analyse your UC data and take advantage of it: with Mida Call Analytics – Contact Center Module you can go deeper into your data and understand, for example, how to turn weaknesses into strategic actions to improve your services”
from UC Today https://ift.tt/s7tEoDq
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