- Product Portfolio Explore >
- Partner Solutions Partner Solutions Explore >
- Company Company Explore >
- Resources Resources Explore >
Gain insights into your customers, coach your team and take productivity to new heights with iPECS Analytics. Our call analytics solution gives you custom reporting and wallboards with all the information you need to transform performance.
With busy call queues and customers waiting, what's the best way to manage resources? The answer is data - and iPECS Analytics turns all your call-related data into digestible, actionable information.
Automate custom reports into the KPIs you need to understand. Display live wallboards for real-time insights into the metrics that matter. iPECS Analytics helps you elevate productivity and make smarter, data-driven decision.
Your key objectives may be anything from reducing missed calls to increasing calls per hour. iPECS Analytics allows you to track these and many more by team or individual, so you can understand performance and track improvement.
Customise your own reports and have them sent to you automatically, so you can drill into the data and understand how your team is performing, Whether you're looking to understand customer behaviour or boost productivity, iPECS Analytics gives you the insights you need.
iPECS Analytics includes live, customisable wallboards so you can track what's happening right now. Share with supervisors or broadcast to the whole floor so you can address your callers' needs and manage resources with the speed and agility the situation demands.
Supervisor users can do even more to boost performance and coach where needed. From within Analytics, admin users can listen live to calls and whisper instructions to the agent without the caller hearing. They can even join the call if required, allowing you to assure quality and minimise the impact on callers.
Balancing customer service and productivity can be challenging when your call queues are busy. Every call matters, and iPECS Analytics offers crucial insights into call handling performance, ensuring consistent service quality even during peak hours.
With user-friendly dashboards and detailed reporting, iPECS Analytics helps managers track performance metrics and identify trends. This gives you all the tools you need to maintain the highest standards and keep productivity up.
