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Reporting & Analytics
Reports and Analytical Intelligence
Reporting & analytics
Our reports and analytical intelligence solutions offer a detailed and articulated view of the multiple factors that determine cost, productivity, efficiency and results in the activities of a contact center. The tools that enable the real time management of the several layers of the services, from the performance of the equipment to the perception of the quality of clients in relation to the self-service scripts and operators scripts
Optimization of operational efficiency
From the capture of data from multiple PBXs and other contact center systems, managers have data about duration of customer’s service, loss or abandonment of calls and use of the infrastructure, in order to obtain the best balance in availability, performance and costs
Analysis of interactions and clients’ perception
Immediately eliminate points of conflict and constantly improve client’s experience with our analytics solutions in real time. Speech recognition technology enables the analysis of the content of the calls, including the identification of key words that indicate the tendency of each client. The profile of navigation through the functionalities and customer’s service, as well as the behavior in self-services channels and in the interactions with the operators, also enable having a comprehensive view of the quality and result of the service.
Relevant information at the right time
Several types of analysis and reports, both operational and management, offer the basis to several strategic decisions and operation management activities. Our solutions enable to match information captured in real time with the historical data, what offers a contextualization of the occurrences and indicators. It is also possible to configure scheduled reports, warnings and automatic adjustment processes.
Increase the effectiveness and quality of communication and relationship channels
Talk to one of our experts and see how our solutions can help your business.
Top A5 Partners in Contact Center Solutions
Cases
Scalability, portability, governance and innovation with cloud contact center
Large financial analysis provider migrates infrastructure from contact center and corporate telephony operations to A5 Solutions' cloud services, which support both internal and service providers’ activities. In addition to cost savings and the flexibility to upgrade,...
Humanization in electronic customer’s service adds effectiveness to clients and high efficiency to insurance company
Personalization, relevant functionalities and easiness in interaction with the self-service platform increase user's satisfaction and leverage business results. Customer and Challenge For one of the country's largest insurance groups, the capacity of adequacy of...
More functionalities, smaller cost and best call center management consolidates national reach of specialized store
Cooperation, mobility, automatic optimization solutions, along with the full visibility over the relationship operations, leverage the reputation and sales of healthcare products e-commerce. Customer and Challenge Largest store in the segment of products for...