5 Reasons You Need Better Analytics for Your Mitel MiVoice Business System - Brightmetrics

5 Reasons You Need Better Analytics for Your Mitel MiVoice Business System

Having the right data is invaluable in making your Unified Communications (UC) system a strategic asset for your organization’s customer engagements. Brightmetrics makes it easy to tap into the vast amount of information that your Mitel system collects with our powerful analytics and reporting software. And starting now, not only do we support the Mitel MiVoice Connect (MiVC) and Mitel MiContact Center (MiCC) platforms, but we also now support the Mitel MiVoice Business (MiVB) product line with Brightmetrics UC Analytics™ for MiVB.

 

That’s right, we’re delighted to announce that Brightmetrics now supports the entire Mitel product suite! 

 

Here are 5 reasons why using the power of Brightmetrics helps you gain critical insights into your customer experience and transforms your Mitel system into the ultimate business intelligence resource.

 

Reason 1: Flexible and Customizable Dashboards and Reports Built In Minutes

If you have MiVoice Business reporting at all, it likely is a labor of love. 

 

Most often, it takes pulling data from a variety of different sources and configuring them on a single excel sheet in order to make sense of it all. Even then, pulling actionable insights from these reports can be difficult or at the very least, time-consuming. 

 

Luckily, Brightmetrics is not your basic reporting tool. We deliver the full breadth of your Mitel system’s data necessary to make informed business decisions in a single pane of glass, with the flexibility to manipulate and filter the data in any way you and your team need. We even provide the ability to drill down into your data for a cradle-to-grave report that paints a full picture of your customer experience.

 

Reason 2: Easily Identify KPIs and Set Performance Benchmarks

No two organizations will have the same goals and Key Performance Indicators (KPIs) they focus on. Some teams need to look at detailed reports around individual user activity – how many inbound vs outbound calls did a team make? Others may care about Ring Groups or ACD Paths – are your calls waiting too long (thereby frustrating customers)? Are calls getting transferred around too much (perhaps an employee training opportunity)? Is your team handling calls efficiently (both balancing productivity and CSAT)? 

 

 

With the data Brightmetrics gathers from your Mitel MiVoice Business system, your team can build stronger relationships with your customers as it enables you to understand their experiences and expectations when they make the effort to reach out to your organization.

 

Reason 3: Keep Your Teams Engaged With Scheduled Reporting

These days, most team leaders and executives expect to be kept in the loop on UC performance and customer service team metrics. This means different reports are hitting different team members’ inboxes on a monthly, weekly, or even daily cadence. Within many call center systems, scheduling these types of reports can be inconvenient and cumbersome. 

 

Brightmetrics makes scheduling the delivery of unique reporting and dashboards incredibly easy – as simple as choosing the recipients, metrics, and schedule. Not only does regular reporting keep your team members all up to date on performance benchmarks and goals, but also opens new channels of communication and feedback. Brightmetrics allows you to schedule reports based on the business metrics you want to accomplish, and best help your team members achieve those goals.

 

Reason 4: Effortlessly Measure Your Employee Productivity

Data is vital to managing your business. Suppose you have employees whose job it is to be communicating with your customers. In that case, productivity metrics may include how long it takes to handle a call, what percentage of calls are resolved on the first touch, and many other factors. Without specific metrics, it may be difficult to identify who the top performers are in your call center or contact center. Brightmetrics allows you to dive deeper into the data to quantify what makes them a top performer and highlight those who may need more coaching.

 

 

Reason 5: Enhance Your Customer Experience With REAL TIME Analytics™

Being able to track and monitor trends and anomalies in your customer interaction data is incredibly helpful, especially for staffing purposes and management. But sometimes, you need data as it happens. The perfect compliment to Brightmetrics historical analytics, REAL TIME Analytics, delivers up to the second data perspectives for ACD Paths to allow managers and leaders to make quick decisions and deliver optimal customer experiences. 

 

Utilize key features like call volume alerts, allowing you to address issues immediately before they get out of hand. Or configure dashboards for SLAs and the KPIs most important to your team. And even allow team members to monitor interactions from their own devices and adapt to customers’ needs.

 

Get Started

Mitel MiVoice Business offers organizations a complete communication, collaboration, and customer experience solution. Incorporating a powerful analytics and reporting tool, like Brightmetrics, guarantees your team gets the most out of your UC system investment. Make better data-driven decisions with Brightmetrics UC Analytics and REAL TIME Analytics, and deliver important metrics to the fingertips of every stakeholder in your organization.

 

Marketing Specialist, Brightmetrics

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