Call center operators need to plan their customer interactions very carefully to adapt to changing business conditions and customer usage patterns. To do this, they extract data from their IVR and Call Center applications as well as other applications they use. 

Then they look for relationships in the data such as popular patterns of interactions and  metrics that are above or below threshold.  They also try to correlate data from one system with others to optimize call costs, customer satisfaction, and demographic optimization.

§  Monitor the Effectiveness of Inbound and Outbound Calls

§  Study Call patterns and IVR Event Distributions

§  Track Agent Actions and Measure Against Customer Satisfaction

Nextanalytics easily integrates data from multiple applications and data sources and enables customers to create unique reports that are useful to their particular needs.

What Else Can Nextanalytics Do? 

Nextanalytics allows for call centre data to be analyzed by organization, location, manager, supervisor, and agent.

§  Number, frequency and distribution of calls

§  Customer time in queue at each point in a call

§  Time spent with an agent  

§  Call transfers and consultations

§  Costs

§  Demographic Analysis

§  Purchasing Behaviour Analysis

§  Correlate to Web Log Data Analysis