Call Analytics

As new Internet-based communication technologies have matured—such as Voice Over IP and IVR—contact centers are saving costs by moving employees offsite to a distributed organization model. In a distributed contact center environment, it’s even more important for contact center managers to be able to monitor and track agent utilization and call performance metrics—such as first call resolution, customer satisfaction, average call duration and costs.

Using Discover OnPremise to analyze data from your call center enables a company to:

• Improve caller satisfaction by lowering wait times and responding accurately to inquiries at first touch
• Lower costs by reducing call duration and routing calls more efficiently
• Understand customers by correlating call center data with customer behavior across your other channels
• Increase efficiency by reacting quickly to changes in call patterns, agent availability and resources

Call analytics capabilities from Discover OnPremise include:

• Flexible data collection from multiple channels—Web, call center, IVR
• Customer pathing analysis across online and call channels
• Powerful geo-analysis to improve call routing and load balancing across agents
• Unlimited customer segmentation for deeper insight into customer behavior
• The ability to add new dimensions on the fly to refine call center utilization analysis
• Effective monitoring of remote agents at any location

Omniture Consulting services brings deep call analysis and contact center analysis experience, to help you define best practices, deploy reports and analytic dashboards on Omniture Discover OnPremise at time of implementation.