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 Heathcare: 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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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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ShoreTel Data Analysis Tools

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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Scheduling ShoreTel Reports in Brightmetrics

The Secrets to Mastering Scheduled Reports

Almost every role in an organization that is dependent on customer communication can benefit from well-developed scheduled reports for their ShoreTel phone data. Brightmetrics makes scheduling the delivery of unique reporting and dashboards incredibly easy. However, there are some secrets to building the best reports for your organization that can maximize the value and business […]

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Solving Small and Medium Business Problems With Your ShoreTel Phone Analytics

  Running an SMB comes with unique challenges that are often overlooked by vendors designing solutions for larger scale. Take, for example, your business phone system. Your ShoreTel phone system is the most common point of contact for your customers. There are opportunities to leverage a ton of data about your customer experience, your employee […]

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Managing Call Center Staffing Through Phone Data

Managing Call Center Staffing Through Phone Data

There are many reasons that staffing needs fluctuate for call centers. Some of those reasons might include predictable patterns such as seasonal demands or typical call flow, such as a doctor’s office receiving more calls in the morning. Other reasons are predictable, but are more sporadic – such as a product launch or software update. […]

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The Holy Grail of Contact Center Analytics

The Holy Grail of Contact Center Analytics

Call Center managers need easy access to analytics that help them make good decisions when it comes to staffing levels, employee productivity and understanding the customer experience. Many contact center call reports provide a limited summary of performance, requiring managers to run multiple reports from different locations to get to detailed information that drives key […]

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