Contact center analytics are critical for measuring the quality of customer service and monitoring key performance indicators. Global Bilgi's Sirius Cloud platform provides integrated tools for statistics, analytics and reporting. Understand the needs of your customers, optimize the performance of your employees and make strategic business decisions based on data. Detailed contact center analytics open up new growth opportunities for your business!
What Global Bilgi's Contact Center Analytics includes
Global Bilgi's Contact Center Analytics includes data collection and processing during customer interactions. This analysis includes inbound and outbound communication through all possible channels (phone calls, online chats, email, etc.), CRM systems, IVR menus, automatic call distribution, quality assessment systems and other components of the Sirius Cloud Contact Center platform.
Benefits of contact center analytics for your company
Analytics help identify key performance indicators of the contact center, including employee productivity, customer satisfaction and operational efficiency. They provide deep insights into customer behavior, preferences and sentiments. Analytics also enable effective workforce planning, resource allocation and optimization of contact center staff management.
With Global Bilgi's contact center analytics tools, you can accurately identify primary issues in processes and take proactive measures to resolve them, resulting in greater efficiency and customer satisfaction. In addition, analytics help monitor and measure service quality parameters to ensure consistent service.
User-Friendly Interface and Flexible Analytics Access
Global Bilgi Software customers have access to all statistical data via the intuitive GBDashboard interface. The Sirius call center platform includes a dedicated service, GBReporter, for data analysis and report generation. The data can be presented in sectoral and graphical charts with highlighted critical indicators for convenient analysis.
Contact center reporting and analytics system offers flexible access rights. You can easily assign roles and access parameters for each user in the system. Achieve better business outcomes with Global Bilgi's contact center analytics. Make data-driven decisions, optimize your processes, and provide exceptional service to your customers!
