Call Center Analytics Comparison

If you take the time to analyze what factors work together to formulate successful communication efforts within your business, you will likely unveil three commonalities: professionalism, relevance, and consistency. Understanding the basics of great communication is valuable in all aspects of your business, but it is particularly empowering knowledge if your company relies on a call center to communicate with customers, address their questions or needs, and exceed their expectations.

Knowing the cornerstones of successful communication is definitely vital to your business, but it can be challenging to accurately track and measure the impact of your call center communications and activities and position your company for continued growth and perpetually pleased customers. For this reason, it is a smart decision to invest in a robust contact center solution complete with call center metrics, easy-to-use analytics, and reporting tools designed to support your success across multiple channels of customer interaction.

Call Center Analytics Tools

Most of the leading contact center solutions provide powerful analytics and reporting capabilities so that you can not only practice great communication and core principles within your business, but you can also measure and analyze your call center activities to continually grow and better serve your customers.

Good analytics programs can definitely contribute to the productivity and success of your call center. Here is a snapshot of the analytics offerings for three of the leading contact center software providers currently on the market.

Each solution supports the most cutting edge technology in call center analytics, including tools and reporting centered around:

  • Voice and Speech Analytics: Real-time call monitoring and analytics helps drive customer satisfaction and efficiency through analyzing components of the call, including voice and speech patterns, to suggest scripts or offer custom solutions.
  • Text Analytics: Review and monitor incoming and outgoing customer messages in text mediums such as email or social media to spot potential trouble or opportunities for improvement and growth.
  • Desktop Analytics: Improve the overall customer experience through monitoring agent activities during customer service calls.
  • Self-Service Analytics: Measure the success of self-service help modules or contact forms to determine if your customers are happy with a self-service option and getting the information they need.

Compare Three Call Center Vendors

However, each solution also boasts different analytical advantages you should explore as you determine which contact center solution will suit your company the very best.

1. 

Salesforce provides full contact center solutions for an affordable monthly fee per user. Their solution features advanced contact center analytics that can help you measure and analyze your company’s communications from the inside out. The analytics in this solution support employee performance tracking, provide business centered reports, and offer insight into various aspects of the customer experience through comprehensive customer analytics.

Salesforce also offers an array of user-friendly reporting options for tracking and measuring different components of your contact center, including:

  • Call Logging
  • Monitoring
  • Call Recording
  • Scoring
  • Database Administration
  • Real time reporting
  • Automated Reporting
  • Outbound Call Center Analytics

Salesforce also offers their contact center analytics and tools in a cloud environment, making it a great selection if your company relies on a virtual call center

2. 

inContact offers both hosted and cloud contact center deployment options. However, companies across many varying industries select the inContact contact center solution for the leading call center services and reporting capabilities offered in their powerful and virtual cloud environment.

inContact also offers advanced reporting features like:

  • Call Logging
  • Monitoring
  • Call Recording
  • Database Administration
  • Real time reporting
  • Automated Reporting

Additionally, inContact offers a wide selection of outbound calling tools that can be tracked and measured through their analytics programs, such as:

  • Auto dialers
  • Call list imports
  • Campaign Management
  • Outbound IVR
  • Multichannel communications
  • Multiple Initiative Management

3. 

Mitel places strong emphasis and importance on the customer experience, and they believe that this experience extends beyond the voice calls transpiring through your call center headsets. Their full suite of contact center tools and analytics are tailored to ensure customer satisfaction while preserving your profits as well.

Mitel adheres to strict SLAs to protect your sensitive company data and make sure that their services are always compliant and to your utmost expectations.

Mitel advanced reporting features include:

  • Call Logging
  • Monitoring
  • Call Recording
  • Scoring
  • Database Administration
  • Automated Reporting

As you consider which contact center software solution best fits your current business and customer service needs, you’ll want to consider the kind of information you need to continually improve your customer experience and grow your business as well.

For an in-depth explanation and assessment of all the features and tools included in the top contact center solutions, download our free guide, Contact Center Solutions for the Enterprise.