Organizations need easy access to analytics that help them make good decisions when it comes to staffing levels, employee productivity and understanding the customer experience.
To derive this level of detail from your telephone data, it’s vital to provide call center management and team leaders with access to customized reports and dashboards that deliver both a high-level view of call center performance and the ability to drill down into the details of that data. This is the one-two punch that produces both the analytics and business insights you need for accurate and timely decision making.
Brightmetrics is a Mitel MiVoice Connect telephone analytics product like you’ve never seen before. Our data feeds come from multiple sources, available to be configured in any manner that works for you and with the opportunity to dive as deep into the data to make the best business decisions for your organization.
Available for Mitel MiVoice Connect Contact Center customers, this add-on caters to the many unique data reporting needs of enterprise contact centers. Contact center managers know that data is vital to the ability to design the best customer experience possible. Brightmetrics ECC allows you to apply the outstanding analytics available in Brightmetrics to your contact center.
Brightmetrics historical data in the two modules above is very up to date – up to an hour old at most. But, we recognize that sometimes you need data as it happens. That’s where Brightmetrics Real Time comes in. Designed to provide analytics that show the customer experience as it happens. Brightmetrics Real Time is ideal for workgroup and call center managers who are in the trenches and need the ability to react to customer demands on the fly.