Contact Center Analytics
Get more value from analytics in the
contact center

Contact centers have been slow in the adoption of advanced analytics. Most suffer from the lack of appropriate resources required to perform in-depth analytics. At best, reporting tools masquerade as analytics, describing just the current state with no actionable insights. Enterprises need to introduce potent, domain specific analytics tools to drive better customer services and customer experience.

Making analytics work for you

Despite the availability of a plethora of analytics and BI tools in the market, a majority of contact centers still depend on excel sheets for tracking KPIs and drawing insights. Most enterprise analytics solutions are not viable for contact centers for many reasons. Simply put, they are expensive, resource intensive and are not built keeping in mind the needs of contact centers.

Servion has become a partner of choice for contact centers that aspire to transform themselves into agile, digitally-savvy and data-driven customer engagement hubs. With Servion contact center analytics capabilities, they have been able to stay ahead of the curve. Which is why 3 out of the top 5 global banks, 2 out of the top 3 insurance companies and 5 out of the top 10 telecom operator, trust Servion when it comes to their contact centers.

Powered by its two decades of contact center expertise and CX technology prowess, Servion enables over contact centers across 6 continents with an array of offerings from standard dashboards to prescriptive analytics.

Operational Analytics
Perform agent and queue analysis, repeat call analysis and discover patterns to make corrective actions.
Real-time Dashboards
Customizable dashboards and wallboards that provide the pulse of your contact center and presents critical KPIs.
Next Best Action Analysis
Analyze rule effectiveness across customer touch points and discover unique trends.
Historical Reporting
View system formatted and custom reports about critical contact center metrics, agent, and system performance.
Customer Effort Score Analysis
Analyze customer effort scores across regions, products, categories. Drill down interact with data and discover root causes.
Call Recording
Maintain compliance & security standards, prevent fraud, and streamline operations with an easy to use web interface.

Related solutions

Contact Center Analytics
Get more value from analytics in the contact center. Transform contact centers into customer insight centers
Customer Journey Analytics
Map and analyze customer engagement and interactions with an enterprise through myriad channels and touch points
Workforce Optimization
Identify complex interlinks between the agent skills and ACD splits, shift patterns and capacity. Identify influence on future workload
AI Powered Virtual Assistant
Drive towards a true digital business by adopting AI technologies that bridge the gaps between customers and the services they want