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Contact Centers > Performance Management
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Contact Analyzer
Contact Analyzer provides detailed, flexible, customizable contact center reporting that complements Avaya Call Management System summary level reports. This application captures call data for individual transactions. Access to this data provides specific insights into many aspects of contact center performance beyond the information available in existing summary level reports. With Contact Analyzer, you can generate detailed reports such as Callers on Hold, Executive Complaints, and Outbound Calling. In addition, reports can be customized for requirements not met by standardized reports.
Features and Benefits
Improve Agent Performance
Contact center managers can improve the overall contact center and agent performance by providing quantifiable feedback from data such as caller hold times, abandons from hold and agent disconnects.
Contact center managers can improve the overall contact center and agent performance by providing quantifiable feedback from data such as caller hold times, abandons from hold and agent disconnects.
Gain Valuable Insights
This software can help enhance the customer experience, by providing insights into common customer complaints, abandon trends and other usage patterns.
This software can help enhance the customer experience, by providing insights into common customer complaints, abandon trends and other usage patterns.
Enhance the Customer Experience
As a result of having more detailed reporting, contact center professionals can analyze, identify and make improvements to help minimize call duration, queue length, excessive call transfers, and ultimately reduce cost.
As a result of having more detailed reporting, contact center professionals can analyze, identify and make improvements to help minimize call duration, queue length, excessive call transfers, and ultimately reduce cost.
