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Get the insights you need with rich call center analytics and reporting

Measure what matters to manage and optimize your call center performance

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Contact centers run best with dynamite reporting

You’re sitting on a gold mine of data. Every customer interaction adds to it. To understand and manage complex customer journeys, you need clear and actionable insights from all touchpoints. But when those data points are siloed in separate channels, systems or spreadsheets, it’s hard to see the full picture.

Your call center reporting should highlight insights that make it easier to guide your team, take action and crush your goals. Customer experience software from Genesys gives you a single point of truth. Unlock actionable insights from every interaction, across every channel

Drive better results with clear reporting and analytics

Eye visible

Improve insights and visibility

Capture a 360-degree view of interactions. Use these insights to make sure your agents have what they need to solve problems fast.

Customer care

Improve customer experience

Fine-tune your customer service across every channel. A more consistent customer experience means increased sales and improved customer retention.

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Improve conversion rates

Be proactive. With the right insights, agents can reach out to help customers who struggle online. Solve purchasing problems faster and increase conversion rates for more sales.

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Choose the trial that works best for you

Know exactly what’s going on with your contact center operation

A modern contact center relies heavily on data. Powerful reporting and analytics help you understand your business while getting your customers what they want.

You need it all — real-time dashboards, historical reports, customer journey insights and predictive analytics. Genesys call center software unifies this data. With a more complete picture of your performance, you can turn data into actions, and actions into results.

Terms of use

KPIs and SLAs to make informed changes

Resolution rates, handle times, customer satisfaction — track the metrics that are most important to you. Compare real-time and historical data in a single view. Filter, save and export unique views in seconds. And drill down for deeper details with a single click.

With virtually limitless reporting, you see exactly what you need. This makes it easy to track progress, pinpoint areas to improve and make any necessary adjustments.

Predictive analytics

Complete access to your contact center data

It’s your data. Access and use it anyway you like. Up-to-the-second analytics and real-time dashboards provide the information you need to run your contact center — across teams and channels.

Configure custom dashboards in minutes with parameters and filters. You can also export your data into a business intelligence database or build your own reports and wallboards. Open APIs and packaged integrations provide plenty of options to explore.

Ai brain

AI-powered customer journey analytics

If users are confused or stuck on your website, you miss out on leads and revenue. With customer journey analytics, you can illuminate the path your customers take and even help them along.

AI and machine learning work in the background, using your data to predict behaviors that drive the most success. When appropriate, you can proactively offer a prompt or assistance to help users complete what they came to do. Mission accomplished.

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Predictive analytics for future scenarios

Take your call center analytics to the next level. With predictive analytics, you put your customer data to good use even after a conversation has ended.

Spot trends and plan for the future using historical data and business intelligence. Now you can anticipate interactions, train your agents to be ready, and staff for a predicted change in volume.

"Our agents are one step ahead of our customers at any point in their journey and can immediately and intelligently address their needs. We have a full and true view of our entire business in one solution. That puts us in a great place for continuous service improvement."

Ian Mahoney

Head of Delivery Services

Marks & Spencer

A unified reporting view gives you a holistic look at every customer interaction

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Real-time analytics and reports

Monitor, categorize and analyze all interactions. Real-time analytics, reports and data visualization tools help you uncover the true meaning of customer conversations.

Custom views and dashboards

Surface critical data faster. Customize reports and dashboard views for teams, agents, interactions and more. Just search, sort, filter, and drag and drop to see exactly what’s happening in your contact center.

Speech analytics

Get more out of phone calls. Speech analytics make it possible to search voice interactions for keywords and phrases. Mine recordings for insights into what customers want and opportunities to improve.

Text analytics

Analyze conversations on chat, email, social media and messaging apps. Genesys call center software handles all interaction analytics with a single application — so you don’t have to fuss with multiple tools.

Predictive analytics

Think of predictive analytics as your data-driven crystal ball. We use your historical data and analytics, combined with business intelligence, to spot trends and anticipate customer behavior. Tarot cards not included.

Customer journey tracking

Make your marketing and sales efforts more effective. Track and tailor customer journeys. Take proactive steps when appropriate — offer assistance or a promotion to increase conversions and sales.

Resources

Gartner names Genesys a Leader in the 2020 CCaaS Magic Quadrant

Genesys named a Leader in Gartner 2020 Magic Quadrant for CCaaS

Four reasons to consider Genesys Interaction Recording

Four reasons to consider Genesys Interaction Recording

Interaction analytics capabilities — unlock the insights hidden within your customer interactions

Interaction analytics capabilities

On demand webinar   five key metrics every call center manager should master resource center

Five key metrics every call center manager should master

See how cloud contact center software from Genesys reveals customer interaction insights

Request a free demo today. And take the first step toward better insights — for better customer service and better business. You’ll see how our software streamlines call center reporting and analytics.

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