Analytics

Companies lose millions of dollars every year by not harnessing the data that is readily available within their enterprise.

We believe that contact centers routinely fail in taking full advantage of basic data-driven human psychologies. With little or no change to current processes, staffing and technologies, Aspect has proven measurable success in creating substantial ROI for our customers. Utilizing a unique methodology, our experienced contact center analytic experts tailor their methods to your unique environment.

THE COMMUNITY's Analytics team has expertise in navigating complex and disparate data systems enabling organizations to make decisions, implement the right processes and get the most out of the tools you already own today.

CONSOLIDATE
  • Performance Management
  • Interaction Enablement Server
  • Data warehousing
DISCOVER
  • KPI data & reporting
  • Microsoft Power BI
  • Visualization tools
SIMPLIFY
  • Speech analytics
  • Industry focused innovations
TAKE ACTION
  • Monitoring & alerting
  • Real-Time analytics
  • Process Integration
  • Introducing the capability for agents to analyze real-time competitive Key Performance Indicators (KPIs) compared to their peers have yielded 20% decreases in average handle time (AHT), allowing contact centers to maintain consistent service levels with fewer agents.
  • Using predictive analytics, contact centers have realized 10% improvements on service levels without staffing changes. Utilizing “Actionable Data” by providing supervisors not only information but best recommended actions, ensures consistent and efficient processes, regardless of individual skill.
  • Providing timely information and guidance to agents on critical contact center KPIs, increases agent Corporate Loyalty, increasing their engagement while driving decisions with favorable outcomes to corporate initiatives, by over 50%.

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