Call Centre Reporting and Analytics

Text analytics

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Contact centres run best with dynamite reporting

38%

of CIOs listed data analytics (including predictive analytics) as one of three game-changing technologies

Gartner, 2020

50%

increase in the conversion rate on service-to-sales calls for companies that have applied advanced analytics

McKinsey, 2019

25%

of organizations have no CX analytics and cross-channel customer interaction analysis dashboard capability

NTT, 2020

Get clear and actionable insights across touchpoints

Customers care about interaction quality more than ever before. Meeting their expectations should be a top priority for every business.

Genesys makes it easy to understand your customers. Our solutions give you actionable insights across the customer journey. Use these insights to make informed decisions, discover opportunity areas and improve results.

Reporting integration and export

Connect all your data in one flexible solution. Get valuable insights with custom call centre reports and dashboards. Then share those insights easily.

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AI-powered customer journey analytics

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Employee performance management

Improve agent performance with timely coaching and targeted training. Manage interactions, analyse data and recommend actions in real time.

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Improve customer experience

Genesys Cloud CX

With the Genesys Cloud CX™ platform, you get an all-in-one cloud contact centre solution. You can easily integrate, view, manage and act on data. Achieve real-time insights and better business outcomes.

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Real-time analytics and reports

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Genesys DX

Bring human intuition to every digital interaction with Genesys DX™️, the future of always-on digital customer engagement. This AI-powered platform makes it quick and easy to design and deliver self-service experiences that wow your customers.

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Drive better results with clear reporting and analytics

We’re able to manage and measure our business on a whole different level. We’ve got more insight at our fingertips than we ever thought of having before.

— Dwayne Calder, Managing Director, Insight and Enablement, ATB Financial

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The analytics we get from Genesys Cloud CX have transformed the way we manage resource scheduling, reporting and other important daily tasks.

— Trond Martinsen, Traffic Manager, Fremtind Service

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Enhance your customer service levels

Genesys named a Leader in the August 2021 Magic Quadrant for CCaaS

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Blueprint for success

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Interaction analytics capabilities

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Genesys Pulse

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty.