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

Measure what matters to manage and optimise your call centre performance

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Contact centres 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 centre 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.

Blueprint for success:

Design the perfect cloud contact centre solution with our CX blueprint tool.

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

A modern contact centre 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 centre software unifies this data. With a more complete picture of your performance, you can turn data into actions and actions into results.

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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 centre data

It’s your data. Access and use it any way you like. Up-to-the-second analytics and real-time dashboards provide the information you need to run your contact centre—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.

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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 behaviours 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 centre 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 and Spencer

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

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Real-time analytics and reports

Monitor, categorise and analyse all interactions. Real-time analytics, reports and data visualisation tools help you uncover the true meaning of customer conversations.

Custom views and dashboards

Surface critical data faster. Customise 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 centre.

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

Analyse conversations on chat, email, social media and messaging apps. Genesys call centre 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 behaviour. 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

Genesys Customer Experience Analytics

Genesys Customer Experience Analytics

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

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Interaction Speech Recognition

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

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

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