Become a customer service champion with in-depth insights obtained using Analytics Plus.
Dive into customer analytics with over 200 prebuilt reports. Visualize customer interactions and learn how to improve service quality with functional dashboards. Drag and drop fields to edit and customize prebuilt reports.
Predict call volumes, service levels, and average handle time based on historical data. These details ensure you're adequately staffed to tackle fluctuations in workload.
Find and fix flaws in service processes using Zia, the built-in AI assistant. Slice, dice, and drill down to data using voice commands to gain clues that help improve processes, cut costs, enhance service levels, and boost employee morale.
Receive real-time alerts in your inbox when critical metrics breach the threshold. This enables you to spot and resolve potential issues before they spiral into business-impacting problems.
Enable your agents to view, analyze, and absorb information in reports so they can resolve problems themselves. Publish dashboards on intranet portals, schedule reports, export views. Use inline comments to tag other agents, and discuss problems and solutions in real time.