Call analytics

Improve call center performance with sophisticated call analytics.

For the modern call center, call analytics are the key to enhancing the customer experience, increasing agent productivity and improving overall call center performance.

Call analytics can help call center supervisors address key performance metrics such as average time in queue, average abandonment rate, average handle time, first call resolution rates, customer satisfaction, occupancy rates and more. Call analytics can help to quickly find flaws in the process and take advantage of quick fixes for improvement. Armed with data and insight from a call analytics solution, supervisors and call center managers can more easily identify patterns and make informed business decisions based on the real behavior of customers and agents.

When choosing a call analytics solution, America’s largest businesses turn to Spectrum Enterprise for technology to power call centers of every type – from informal help desks to the largest and most complex customer support organizations.

Call analytics from Spectrum Enterprise.

Spectrum Enterprise offers scalable, fiber-based solutions that help enterprises to drive innovation, competition and profitability. Delivered over a secure, reliable and privately owned fiber network, our solutions include fiber Internet, video, cloud, network and enterprise voice technology with high definition voice solutions.

Our Hosted Call Center is a cloud-based solution with sophisticated call analytics that can meet the needs and functions of any call center environment. This fully managed solution provides everything required for implementation and maintenance of an enterprise call center – hardware, software, service and updates, with a predictable pay-as-you-go pricing structure that eliminates the burdensome startup costs of a premises-based solution.

Hosted Call Center provides technology to intelligently route calls with cloud-based inbound call center features such as customizable Call Center Agent Future Packs, supervisor call monitoring capabilities, robust call center reporting, real-time tracking and call analytics.

Highlights of Spectrum Enterprise call analytics technology.

Spectrum Enterprise Hosted Call Center includes call analytics features that enable:
 

• Automated email and web-based reports of real-time and historical data.
• Advanced routing and detailed inbound and outbound call analytics.
• DNIS reporting.
• Disposition codes to track call result, including case closed, escalated and transferred.
• Premium recording and call analytics with agent evaluation and performance rating capabilities.
• VocalQ analytics to gather and trend popular phrases and keyword alerts.
• Support for encryption and audio mining.

In addition to Hosted Call Center, Spectrum Enterprise offers additional phone solutions that include Hosted Voice, Unified Communications and PRI and SIP interfaces with feature-rich support for fiber solutions for premise-based business phone systems.

Learn more about call analytics from Spectrum Enterprise.