• Solutions
• Product Portfolio
• Customers
• Service & Support
• News & Events
• Partners

Contact Center Data Analytics

Today’s contact centers have a wealth of data on what happens there each day — but very little information on why.

Impact 360 Data Analytics can mine the data associated with calls to reveal specific scenarios that can help or hurt your overall contact center performance. It’s like having an army of analysts examine your contact center metrics to find the factors that can have the greatest impact.

Using Verint’s patented data mining technology and the data associated with a call, Impact 360 Data Analytics can uncover hidden issues and opportunities in your center. It can analyze a variety of metrics, including:

• Contact Metrics — Data attributes of the contact, such as average talk time, average hold time, number of holds, and number of transfers.
• Productivity Metrics — Data about agent/contact center service levels, such as contacts handled per agent per day and percent talk time per day.
• Quality Metrics — Evaluation scores, form components, and flagged contacts. These can include total quality score, performance in the opening/closing, security check, and more.
• Customer Experience Metrics — Assessment scores and customer surveys. Common metrics include first-call resolution and customer satisfaction scores.
• Speech Analytics Categories — Business issues that have been categorized by speech analytics, such as complaints, emotional calls, and customer retention calls.

Going further, Impact 360 Data Analytics can indicate if it has uncovered call scenarios, or findings, that are positively or negatively impacting your metrics. It can show how changing processes or behaviors might help center performance fall above or below set goals. With a single mouse click, you can see a graphical representation of how taking a specific action may impact overall center performance for a given metric. This can help you make informed decisions and prioritize which action items to address first.