Data data everywhere, but not a drop to drink, to paraphrase Samuel Taylor Coleridge. Today, it's not “The Rime of the Ancient Mariner” that intrigues us. It's the rising tide of data, especially in the contact center.
"We're swimming in data. There's almost too much of it,” said Steve Tutt, Commercial Director at Kakapo Systems. "We need to better understand the customer and agent experiences that underpin those numbers.”
Enter Vision360, an analytics platform from Kakapo Systems aimed at contact center and campaign managers. Consider it a lifeline to navigate data-heavy waters.
A View from the Bridge
Developed specifically for the Cisco BroadSoft platform, Vision360 is a comprehensive analytics and reporting platform. Users are greeted with extensive dashboards, along with reports and statistics covering every aspect of a call center.
The dashboard provides a top-down graphical view of inbound calls, average wait times, transferred and abandoned calls. It provides immediate and historical insights into service performance, giving managers the tools to pinpoint successful calls and areas needing improvement.
Abandoned calls, which are one of the biggest challenges call centers face, can be tracked through an Unreturned Abandoned Calls summary. This is all the abandoned calls less those where the caller has subsequently called back, or where an agent has placed an outbound call, which are stripped from the list
According to Tutt, creating an almost zero-training interface was a key part of the design. "Users with any experience in call center environments will find navigating the reports very intuitive with no configuration required. For BroadSoft service providers there is also nothing to configure, the complete ACD environment in Vision360 is populated automatically from BroadSoft, including all queues and agents.”
Additionally, CLI Tracing (Caller Line Identification), otherwise known as cradle to grave, is an important feature that traces the journey of a call throughout the customer journey, documenting its path from agent to agent until call completion.
