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April’s FOTM: Smart Tile Series – Smart Voice Analytics

April’s Feature Of The Month:
Smart Voice Analytics

The Smart Voice Analytics tile displays the call log associated with an enterprise. Information drawn from the OMNI Portal details the caller and destination number, date and time, duration, and answer status. A search bar allows an administrator to create a list of previous calls according to the set parameters. A custom list of calls made by a specific user or within a specific timeframe highlights essential statistics, including employee productivity and answered or failed calls.

Understanding your Voice Analytic reporting can help you make informed decisions on improving your customer service and call center performance levels. The Voice Analytics software identifies recurring themes and trends. Quickly see who the underperforming agents on your customer service team are and figure out how to fix the issue. With rapid access to and insights on call performance, voice analytics enables managers to track and analyze performance, eliminating any issues as they arise. Voice analytics brings enormous benefits to your organization by improving agent performance and boosting customer satisfaction.

  • Use custom parameters to locate previous call participant and timeframe statistics from a comprehensive archive that includes each country location
  • Track call volume and history
  • Draw information from the OMNI Portal to survey the caller and destination number, date and time, duration, and answer status

April’s Feature of the Month
Smart Tile Series: Smart Voice Analytics

The Challenge

A large non-for-profit health care provider needed specific reports for their call center. The call center operations manager was responsible for overseeing more than 100,000 calls per month. They needed a way to see just what was going on at all their contact centers to improving agent performance and enhance customer satisfaction as well as help solve any problems as they arise.

The Smart Solution

Smart Choice Communications created a fully customized Smart Tile solution for the company. Custom reports were generated from the data stored in their company OmniPortal. Smart Tile extracted the data from various sources within the portal for rapid access to insights on call performance. The voice analytics enables managers to track and analyze performance, eliminating any issues they see. Smart Voice Analytics automatically sends reports to the team on a daily and weekly basis through email. These are useful metrics for the supervisors and managers, allowing them to use the reports from Smart Tile and cross reference back to the original data in OmniPortal to include; agent name/ID, agent extension, current state of agent, amount of time in current state, and the number of calls they have answered.

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