Optimize Everything.

In this white paper you will learn about how you can simplify and amplify your contact and CX operations, harnessing data and benefitting from actionable insights.

Announcing IntelligenceHub 3.0

Orchestration: Optimization: Harmonization

IntelligenceHub unifies, simplifies and amplifies data from any major contact center platform, with connectors between systems that pull data into a single view with actionable insights. Our market-leading platform organizes big data, while also analyzing that data to extract meaningful insights that impact not only customer service, but which also inform improvements to our Clients’ products, services, sales and marketing campaigns.

With IntelligenceHub 3.0, you’ll be taking your unified contact center data and analytics to the next level, with exciting new features, a more intuitive experience, significantly faster performance, and the ability to personalize how you interact with the platform using Subscriptions and Alerts.

Orchestrate data to support seamless, personalized and differentiated CX

With IntelligenceHub, you can:

  • Realize the full potential of your contact center data
  • Unify data silos
  • Future proof your contact center data model
  • Transform the way you communicate, quantify and share insights
  • Use data-drive decision making to strengthen your workforce and improve customer satisfaction.

With IntelligenceHub 3.0, you’ll be taking your unified contact center data and analytics to the next level, with exciting new features, a more intuitive experience, significantly faster performance, and the ability to personalize how you interact with the platform using Subscriptions and Alerts.  Learn more here.

We have a proprietary data model that captures data from source systems at the most granular level, we have mastered the ability to join data across multiple systems, analyzing it at a deep level to surface areas of greatest opportunity. Easy access to reports means immediate answers with supporting data to drive business in the right direction. Our platform has introduced over forty different dashboards, consisting of over 100 individual report views, with new views being added regularly.

Already Integrated With Leading CX Platforms

Structured & Unstructured Data

Unified Reporting Platform

IVR

Provides IVR data such as menu options selections and self service containment

ACD

Provides data on call transactions such as AHT, calls offered, and ACW.

CRM

Provides data such as call type, agent notes, KB, FCRR, and back-office work.

WFM

Provides data on agent information such as adherence to schedule.

QA

Provides data on quality assurance such as QA score and performance trending.

HRIS

Provides human resources data such as payroll, performance improvement plans, and tenure.

Most contact centers struggle to get unified information about their operation. Some operations solve this problem by pulling data from multiple sources and combining them on a one-off basis, leading to inaccurate data, slow time to produce and greater expense.

The IntelligenceHub platform can combine data from multiple sources and provide meaningful insights and analytics across the entire operation in an interactive, web-accessible user interface.

This enables reporting use cases such as:

  • Handle time by call type
  • Cost per call by call type
  • Quality Assurance score and Knowledgebase usage
  • Schedule adherence
  • True First Contact Resolution (IVR, ACD & CRM)
  • Performance tracking to budget

Download the IntelligenceHub 3.0 Mega Release Notes

The release notes go into detail on all the new features, operational updates, bug fixes and optimizations, and new dashboard releases. Check it out if you’d like to learn more about IntelligenceHub 3.0!