Business Intelligence & Analytics
We know what your needs are that is why we developed built-in indicators that relate very closely to the contact center work structure, such as the state of interactions and agents, and industry-standard, such as service level and business qualification. However, we also know that every business has its singularities, so define your own indicators on Altitude Management Portal and combine them with the built-in to get the most complete operational and business intelligence.
Actionable contact center analytics
A thorough data analysis is crucial for the success of your business. Benefit from the large amounts of data available at you contact center to achieve a holistic view of both operational and business information. Monitor and review performance, identify gaps, trends, and improvement opportunities. Use the business monitoring information to spot inefficiencies and improve processes. For example, if you see that the sales campaign is not achieving the objective, use Altitude Scripting Studio to make changes the campaign script so that agents try a new sales approach and improve the numbers. Or reduce the interaction handling time by automating some parts of the interaction on Altitude Voice Portal , such as having an IVR for enabling customer self-service.
Contact center analytics help you spot bottlenecks in your operation. Having the right data enables its identification and educated decision making to make improvements.
Real time monitoring
Real time contact center monitoring provides analytics, dashboards, alerts to ensure that the contact center runs as smoothly as possible and when that does not happen, it has the necessary tools to alert about issues and to take immediate action to solve them.
Altitude Management Portal unifies and simplifies contact center real time management by consolidating information from different media channels, entities or tasks to provide an omnichannel view of each customer and the customer journey.
The different roles at the contact center view only the performance and business information required by each specific profile. It has built-in homepages, customized for each user, that can display only monitoring dashboards simplifying the monitoring task.
Contact center reporting
Reports allow the analysis of trends from historical data providing the opportunity to identify performance issues candidates for optimization and the fulfillment of business objectives. Reports contain historic information of indicators for entities, such as agents or campaigns, and contact center metrics, such as queues, lists, contacts, and so on.
Altitude Xperience has out of-the-box report templates relevant to access all the information that is stored on your database. You can use Altitude Management Portal to customize your own reports using the predefined performance indicators, build your own, or combine both.
Altitude Management Portal displays reports in raw format and allows report data to be exported to Web services or to Excel files. You can choose to schedule reports for regular generation or on demand.