CONTACT CENTER ANALYTICS SOFTWARE
Scale actionable insights from contact center to other parts of the organization seamlessly
Empower your organization to innovate products, improve processes and drive efficiency — with actionable insights from billions of data points across 30+ channels.
Ensure continuous improvement with real-time insights
Track customer experience at every touchpoint
Monitor end-to-end customer journey and analyze each interaction data using multi-level drill downs to improve your customer experience.
Monitor critical events and react instantly
Gain actionable insights into your business operations at multiple levels. Track important KPIs, respond to critical events and focus on continuous, real-time improvement.
Optimize team performance and productivity
Create multi-level dashboards in minutes for queues, locations, agents and interactions — and track KPIs, team performance and daily targets.
Transform your contact center as the strategic differentiator for your brand
Access intelligence on every customer conversation
Gain real-time insights on significant moments in customer conversations using AI-driven sentiment analysis to manage escalations effectively.
Generate agent quality scores using AI
Uncover scoring and reasoning insights on key QA parameters using custom-built industry-specific AI models. Use these insights to identify areas of improvement and coaching opportunities.
Ensure compliance and quality
Give your supervisors complete visibility into cases and analyze key insights — channels used, customer sentiment, agent behavior — to guide decisions on agent self-learning, coaching and engagement strategies.
Gain intelligence across the board
Visualize daily performance
Enable your contact center agents to monitor their daily performance, hygiene parameters and keep track of their targets.
Analyze team performance
Monitor individual agent performance and overall team metrics. Identify trends and root causes of performance anomalies.
Monitor floor performance
Gain visibility on queue and agent performance in real time — and take immediate actions to improve SLAs and reduce average handling time.
Stay in control of your service data and analytics
Build and share analytics around your business needs
Build dashboards using ready-to-use widgets and 5,000+ metrics. Customize layouts, colors, and annotations, then export reports in multiple formats and schedule distribution to your preferred channels.
Extend service data into your analytics ecosystem
Access raw Service data in Snowflake or BigQuery with a managed pipeline. Transform it into tables, custom KPIs and views. Combine with other enterprise data for analytics in your BI or AI tools.
Control access to sensitive service data
Manage user access and permissions, controlling data visibility by user groups and properties. Data shared into Snowflake or BigQuery stays isolated and governed through access models.
Frequently asked questions
Contact center analytics software measures and analyzes contact center metrics to yield deep insights into customer interactions, agent performance and contact center data to help customer service teams create better customer experiences overall.
The key capabilities of contact center analytics software are:
📱Single dashboard: It helps you get a 360° view of customers as you can consolidate data, analyze trends and display real-time metrics like call volume and agent availability to help supervisors make faster decisions.
📊SLA review: It helps you ensure compliance, track performances against targets, figure out areas for improvement and ensure customer satisfaction by viewing SLA data across agents, teams, regions, products and services.
🔊AI-powered alerts: You will get automated alerts on critical contact center KPIs as the algorithms analyze call transcripts and customer interactions to detect anomalies or trends and notify relevant parties. Based on this, you could easily avoid potential escalations and CSAT drops.
💰Operational metrics: It helps you identify inefficiencies and optimize resources in a contact center.
The benefits are plentiful. With AI-powered contact center analytics software like Sprinklr, you can reduce your contact center costs by up to 30%. Curious? Sign up for a demo of Sprinklr’s contact center analytics software today.
Contact center analytics software improves customer service because:
- You can analyze customer conversations at scale
- You can reduce contact center costs
- You can improve agent productivity
- You can optimize processes and workflows
- You can get insights on customer behavior
Yes, contact center analytics software can integrate with existing systems such as VoIP, IVR, ACD, chat and messaging platforms, workforce management systems and quality management systems. These integrations allow for a more comprehensive view of customer interactions and contact center insights, and enables data-driven decision-making to enhance overall customer service.
Special note: Find software that offers seamless integrations because it’s the key to comprehensive contact center analytics. Check out Sprinklr’s integrations here.
The key benefits of using contact center analytics software are:
- Proactive issue resolution
- Better customer experience
- Better operational efficiency
- Personalized interactions
- Competitive advantage
Contact center analytics software helps agents grasp customer needs, preferences and behaviors, empowering them to tailor interactions and enhance customer satisfaction, loyalty and overall experience.
Yes. DataStream supports granular data delivery into your existing Snowflake or BigQuery environment, where your team can combine Sprinklr Service data with CRM, WFM and other enterprise datasets for custom reporting and downstream analytics.
Sprinklr resources
Know what contact center analytics is? Learn why businesses adopt it, key metrics that are analyzed and how it can help optimize the operations.
Learn more![Customer service metrics to track in 2023 [+ How to use them]](https://images.ctfassets.net/ukazlt65o6hl/5ZkxRhKCCaD9cenR8fbuGz/a88e770776794225b86817f6e294b55b/resource_card_reporting___analytics_customer_service_metrics_to_track_in_2023____how_to_use_them__default?w=3840&q=50&fm=webp)
