Brightmetrics Core Analytics Overview Video

Watch this short video to find out how Brightmetrics Core UC Analytics can leverage your phone system data into easily readable metrics that lead to better business decisions!     Brightmetrics Core UC Analytics delivers the full breadth of data and analytics necessary to make informed business decisions. Brightmetrics takes complex data from your phone […]

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Maintaining Communication with Your Community in Crisis

In October of 2017, Sonoma and Napa counties in Northern California endured devastating wildfires. The disaster spread quickly- causing casualties, consuming over 160,000 acres and over 7,000 structures. Emergency services were needed throughout the City of Santa Rosa. Not only were emergency responders, volunteers, and shelters imperative, but it became apparent that their internal and […]

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Spotlight on Healthcare: Understand Customer Needs with Brightmetrics

Golden Valley Health Care (GVHC) is an organization that provides healthcare to a California-based population of underprivileged patients. Their typical customer is someone who has limited access to treatment so the telephone communication they use for internal and external engagement is vital to delivering effective, efficient, and reliably delightful interactions with their patients. The Problem: […]

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Spotlight on Healthcare: Set Achievable Goals with Brightmetrics

Within the past decade, the US healthcare industry has shifted in ways that empower consumers with many choices when it comes to their healthcare providers. This has increased the emphasis on providing excellent customer service as a way to differentiate. Regardless of the type of contact or the service being provided, the goal for many […]

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What does this Brightmetrics field mean?

Brightmetrics: What Does That Field Mean?

  One of the questions we get asked most frequently at the support desk ( is about what a particular field in Brightmetrics means. At every opportunity, we take the descriptions right from ShoreTel’s data, and the information we provide comes from their documents. But it’s not very convenient for us to tell you to […]

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Get to Know Us!

In the spirit of the holidays, we wanted to take the time to thank our Brightmetrics customers, their teams, and partners for a wonderful 2017 year. We hope that Brightmetrics continues to provide you essential reporting and analytics insights for many years to come. In conjunction with sharing how appreciative we are for you, we […]

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Brightmetrics Real Time Dashboard Overview

Monitor Real Time Data as it Happens! Brightmetrics ShoreTel Real Time Dashboards give you the analytics your team needs to impact the customer experience and shape business outcomes as they occur.  Monitor call center metrics in real time to enable optimal call center agent performance, adjust resources as call volume fluctuates and fix potential customer […]

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Brightmetrics ShoreTel Business Analytics

Why You Need Analytics for Your ShoreTel Phone, Not Just Reporting

 “What is the difference between reporting and analytics?” That’s one of the most common questions we field here at Brightmetrics. It’s a difficult question to answer because of the overlap between data and analytics. The way we look at it, reporting is a subset of analytics. You can’t really have analytics without reporting, but analytics […]

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Brightmetrics vs. ShoreTel Reporting

Contact center managers with ShoreTel phone systems and Enterprise Contact Center know they need to make data-driven decisions but have found that getting to the data to discover insights can be incredibly difficult. For that reason, Brightmetrics developed the Enterprise Contact Center (ECC) Analytics add-on service. We wanted to develop a service that democratized access […]

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