Reporting & Intelligence

Harness key data to upgrade business efficiency

Create laser-like focus on the KPIs that will positively impact business workflows, accelerate customer service and streamline operations.

Gain powerful and actionable business intelligence for sharper decision making.

Provide contact center supervisors with the information they need to satisfy service levels and overdeliver on customer expectations.

Measure and report beyond the contact center.

Constantly optimize and enhance the customer experience.

Deep dive business intelligence: Combine Power BI with AnywhereNow data for actionable enterprise insight from a global or granular view.

Customer timeline: Easily see all conversations with a customer from initial contact to final resolution; whether from an IVR, bot or agent.

Contextual intelligence: Combine the customer timeline with all your available data to understand the full customer experience.

Forecasting: Utilize historical performance data to stop time-wasting and preempt scenarios for holidays or busy periods.

Quality monitoring: Record and log recordings and transcripts in SharePoint for agent coaching, quality monitoring and compliance purposes.

Empowered supervisors: Enable supervisors to listen to, whisper and take over calls for training purposes or to immediately mitigate customer issues.