CUSTOMER EXPERIENCE & EFFICIENCY
Strike the perfect balance in your call center
Use
data driven decisions through true analytics to get the
most out of one of your largest investments, your
enterprise call center
It's not enough to see reports from your phone system; you need business intelligence from your contact center interactions
Native reporting features typically leave you 2 options: make do with standard static reports or hire staff to build and maintain custom queried perspectives. There is another option and the right system can help you make better business decisions and achieve the business goals for your Call Center on ShoreTel's Enterprise Contact Center (ECC).
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EMBRACE THE HOLES THAT PREVENT YOU FROM SEEING THE FULL PICTURE OF YOUR CALL CENTER
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ACCEPT MASSIVE COSTS AND COMPLEXITY
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ACHIEVE REAL INSIGHTS THROUGH OUR BUSINESS INTELLIGENCE
Brightmetrics is the answer
With our ECC Analytics add-on services for ShoreTel, you have access to enterprise call center analytics like you've never seen before, and well beyond what any manufacturer can offer. Access your ECC analytics in a configuration that works for you with cradle-to-grave reports that offer the full insights you need for the best informed and balanced business decisions.
LEARN MORE
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MAXIMIZE YOUR CALL CENTER AGENT PERFORMANCE
Whether you need to:
- Determine staffing levels or training requirements
- Get an accurate picture of your call center agent performance
- Drill directly from visual data trends down to specific call records to understand context
The right analytics will provide the insights you need to make critical decisions about your call center agents.
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SHAPE YOUR EXPERIENCE
You can understand your customer experience with the help of visualized metrics such as abandon rate, transfer rate and call queue wait times, from high level perspectives down through cradle-to-grave for more opportunities to create an amazing customer experience.
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PROVIDE COMPLETE TRANSPARENCY
Whether you manage an inbound support call center or your agents are a sales team dialing out, you don't have time to hunt and compare from disparate places. You need a single pane of glass configured with what's important to you, and will bring those perspectives together through automation.
Discover the power of Brightmetrics for your ECC.
Start your free 21 day trial!
