Additional Options for High-Performance Reporting and Analytics
Aceyus offers focused analytics modules that help contact center managers understand their customers’ experiences. These modules enhance visibility into customer and agent behavior, thereby providing opportunities for corrective action and more productive communications. Aceyus Analytics provides insight that empowers organizations with a better understanding of why customer contacts are occurring and how to optimize the customer experience.
This standard analytics function, available with Cisco ICM/UCCE and Avaya ECH Query Tools, provides in-depth insight into individual customer interactions. Users can enter a few simple parameters to quickly access call details or examine cradle-to-grave reports that show each leg of a contact chronologically. Business administrators can use these tools to quickly track down problems reported by staff or customers to remedy customer issues faster than ever before. In addition, developers find great value in the Query Tool when used for IVR and call routing application testing.
Aceyus melds data from multiple sources to illuminate how effective contact centers are at meeting the customer needs on the first call. FCR Analysis helps easily distinguish which repeat calls are related to customer satisfaction issues versus the ones that are considered normal or desirable. It offers insight into opportunities for cross-selling, potentially distressing customer experiences, agent behaviors and skill/queue or skill/product combinations that generate call backs. Organizations are empowered with the information to address problems quickly and elevate customer satisfaction.
Contact center managers will have advanced insight into transfer activities with this tool. Transfer Analysis collects and analyzes data from various platforms and can help determine the nature of contacts most impacted by misdirected and improperly transferred calls. Many times, contact centers with complex call routing environments have routing rules that are not implemented properly. Some improper transfers may be the result of “call dumping” by agents. Whatever the case, Transfer Analysis can help identify and remedy avoidable transfers, resulting in improved customer satisfaction and more efficient use of resources.
Identify persistent callers or contacts in near real-time with this analytics option that collects and analyzes data from various platforms. Repeat Contact Analytics can effectively pinpoint customers that require higher levels of service or that may be frustrated with specific service channels. Real-time implementations offer opportunities for customized treatments for customers.
This analytics module offers insight to proficiency of IVR applications performance through examination of the path and termination point of calls from the applications. The analysis provides excellent insight for assessing IVR application effectiveness and identifying problem areas. Data acquired with this analytics module may be used for categorization of calls through IVR context and Customer Journey insight.
Aceyus Data Adapters provide Extract Transform Load (ETL) services between various data sources and the Vault. They are used to incorporate the real-time, interval and contact detail information from traditional contact center devices, and omni-channel, sales, CRM, and quality management data. All information is consolidated into the Vault reporting platform.
Data Adapters enable you to efficiently monitor and optimize your entire contact center operation with the reporting tool of your choice. Aceyus offers Adapters for real-time and historical data sources. Aceyus Professional Services is also available to develop customized solutions specifically for your needs.
By employing a REST Web API external connection, Aceyus extends the power of the Vault to external applications with an open standards-based interface.
Even when away from their desks, supervisors can monitor contact center operations with tablet-based mobile apps and use other Web-based applications to share Vault-consolidated data. Leverage Reporting APIs to extract data elements, specified data sets, or pre-defined report content and increase web server scalability for specific applications.