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An ideal contact center strikes a perfect balance between efficiency and excellent customer support with optimum resources. To achieve this balance and improve the critical CX metrics and KPIs, every contact center must need advanced contact center analytics software, which derives actionable insights from the wealth of data that customers and agents leave behind during everyday interactions.

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Making analytics work for you

In today’s complex, omnichannel, and virtual contact center universe, analytics holds the key to discovering deeper customer insights, trends, and patterns hidden in a vast array of data sources and channels, including voice calls, IVR, online self-service, chat, click-to-call, online forums, mobile apps, social media, and more.

Having insights into how your contact center responds to customers is essential to improve productivity, efficiency, quality of service, and overall customer satisfaction.

Servion is your analytics partner of choice to transform contact centers into agile, digitally-savvy, and data-driven customer engagement hubs. With more than two decades of contact center experience and a track record of supporting 150 contact centers in 60 countries, Servion offers an array of analytics capabilities, from standard dashboards to prescriptive analytics.

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With two decades of contact center expertise and CX technology prowess, Servion provides a real-time, 360 - degree view of the contact center and the customer journey across channels.

  • Operational Analytics

    Unearth patterns to optimize training programs and take corrective actions

  • Real-time Dashboards

    Customizable dashboards and wallboards that present critical KPIs and the pulse of operations

  • Next Best Action Analysis

    Analyze rule effectiveness across touchpoints and discover unique trends

  • Historical Reporting

    Generate custom reports about critical contact center metrics, agent, and system performance

  • Customer Effort Score Analysis

    Analyze customer effort scores across regions, products, categories

  • Call Recording

    Maintain compliance & security standards, prevent fraud, and streamline operations
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CX thought leadership, best practices and success stories

  • Leading multinational bank improves CX with analytics-driven quality assurance Success stories

    Leading multinational bank improves CX with analytics-driven quality assurance

    Read more
  • Delivering CX Excellence with Analytics-Driven Quality On-Demand Webinar

    Delivering CX Excellence with Analytics-Driven Quality

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