Many Contact centers struggle to get unified information about their operation. Contact centers typically have a technology stack consisting of an IVR, ACD, CRM, WFM, QA and HRIS. You can typically get canned reporting out of each system, however that data is disparate and cannot be cross analyzed easily.
This leaves you with limited options. Manually compile data from multiple sources or attempt to build your own comprehensive reporting platform. Manually compiling reports can result in slow production times and inaccurate data. Setting up your own solution can be costly, time consuming, and inflexible when it comes to creating new reports or swapping out source systems.
Analytics are not integrated throughout the customer experience
Data integrity is not maintained through major changes
Impossible to enact positive change without data-driven decision making
The most meaningful insights can be surfaced when data is integrated. We have a unique Proprietary Data Model that captures data from source systems at the most granular level. This allows us to join data across multiple systems and analyzed at a deep level to surface areas of greatest opportunity. These Cross-System insights are a powerful leverage in driving real change.
As a customer on the Eventus Intelligence Hub platform, you will be a part of our reporting Eco-system. This means that any reports that are developed by our team, will be added to our standard reporting cookbook and rolled out to your production instance.
Demo a live, fully-functioning workbook
Provides IVR specific data related to:
Call transaction data around:
Data centered on:
Provides agent specific data on:
Data as it pertains to:
Human Resource relative data: