Call centre analytics and reporting

Get actionable, connected data across channels and resources

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Design your solution

Contact centres run best with dynamic reporting

Getting actionable insights to guide your team shouldn’t be a challenge. But connecting the data from disparate tools and systems can be complex.

Call centre software from Genesys gives you a single point of truth. Empower your teams with easy-to-use tools and relevant data. Unlock interaction insights that make it easy to deliver cross-channel customer experiences.

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 organisations 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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Speech and text analytics

Gain valuable data with every interaction. Use AI-powered text and speech analytics to ensure compliance, identify training opportunities and more.

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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 journeys across service channels

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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Genesys Multicloud CX

Advanced reporting and analytics tools should be easy to use and customise. Get unified reports and dashboards across channels. Extend and integrate as needed with the Genesys Multicloud CX™ solution.

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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 results with better contact centre 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

Get better customer insights with Genesys

Better insights drive better customer experiences. The right reporting and analytics solution will improve every interaction — no matter the channel.

Give your call centre agents leading tools to deliver top-notch customer service. With Genesys, they’ll have historical and real-time insights. Request a demo to see how you can streamline your reporting and customer analytics today.

Thank you for your interest.

We’ll contact you directly to set up a date and time that works with your schedule.

About Genesys

Every year, Genesys^® orchestrates billions of 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.

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Call centre analytics and reporting

Contact centres run best with dynamic reporting

38%

50%

25%