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Insights

Unified Contact Center Reporting and Data Visualization

Acqueon Insights Platform is an advanced contact center reporting and data visualization software application. The insights platform was built to allow businesses to quickly and more easily extract actionable insight from the vast amount of data generated from their contact center operations. Through interactive, visual dashboards, contact center supervisors can access and explore data integrated from various sources (IVR, ACD, Chat, Email, etc.). Previously this integrated data visualization was only made available through expensive, custom built reports.

 

Unified Reporting (Inbound/Outbound, Multi-Channel)

Today’s contact center operations go far beyond the functionality of just IVR and ACD technologies. Multiple channels of contact, web and social integrations, proactive engagement and other forms of service provide vast amounts of data regarding contact center performance and customer experience. Businesses face the struggle of making use of this big data scattered across various silos. Acqueon Insights provides a unified dashboard which lets businesses view data and reports across all channels and functions of the contact center. Previously this data was only accessible through individually separate reports or costly custom reports.

 

Reporting Across Disparate Systems

Businesses commonly have multiple instances of various contact center systems scattered across multiple locations, business units, departments and for different functions. These disparate systems often consist of multiple vendor technologies, whether separately deployed or integrated in a best of breed approach. Acqueon Insights is a platform agnostic solution, providing single pane of glass reporting across multiple systems, geographies and vendors.

 

Custom Data Visualization and Interaction

Many reporting tools lack the flexibility to allow each individual user to have custom views of KPIs and metrics. With Acqueon Insights, each user can customize their own dashboard to view data which is most relevant to their role. A central dashboard will provide users with a global view of all relevant metrics which can each be drilled down for greater detail. A friendly user interface allows dashboards to be customized by the individual user. Users can swap out data metrics as frequently as they would like.

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Overview

What is AiP?

AiP is a dynamic business intelligence dashboard which uses data from self-service actions, agent interactions and customer behavior. AiP presents this information in an easy to understand, highly interactive format letting business users stay informed and make better decisions.

What does the AiP enable?

Integration

Integrate various systems and applications to capture information from multiple sources

Granular control

Track customer experience across interactions and business functions and present data in new and diverse perspective

Customer experience analysis

Identify customer experience issues to provide an enhanced customer interaction

Data Analysis

Analyze data from different perspectives for a more holistic view of customer interaction and agent performance

Performance assessment

Assess results and performance of the contact center in line with your business objectives

Business intelligence analytics

Provide business intelligence analytics in addition to standard technical and operational metrics.

Contact Center Integration touchpoints include:

  • Email
  • Webchat
  • IVR logs
  • CRM
  • Inbound data store
  • Outbound data store
  • Social media
  • CTI desktop logs

Business Benefits

  • Unify data from multiple locations and platforms into one, easy to read dashboard with drill down reports and charts
  • Achieve global to local visibility into business operations using metrics that you define based on your unique data sources and business processes
  • Fast implementation with production ready solutions typically in 45 days or less
  • Standardized metrics drive organizational/operational objectives with informed decision making
  • Reduce costs and improve reporting accuracy via regimented data collection and correlation
  • Discern historical performance patterns and trends locally and across the enterprise

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