53 of contact centers say data analytics will do the most to re-shape the industry in the next 5 years.

Yet 40 of contact centers have no data analysis tools.

- Dimension Data Global CC Benchmarking

Are you drowning in spreadsheets?

Getting the business analysis you need can be an uphill battle. Yet everything you do centers around data. You probably have adequate metrics and KPI data on your voice interactions, but what about chat, email and social interactions? Contact center efficiency and the resulting customer experience relies on having a consolidated view of multimodal interactions.

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The Heart of the Contact Center

PureCloud provides real-time and historical data in interactive, dynamic views making it easy to keep tabs on the pulse of the contact center. With a single dashboard, supervisors can access information on current state, as well as historical, metrics across all media types. Need voice, chat and email KPIs and metrics all within a single view? No problem! The supervisor dashboard is the ‘control center’ of the contact center, giving supervisors the information they need to operate efficiently.

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Real-time Dashboards

PureCloud provides real-time and historical data in interactive, dynamic views making it easy to keep tabs on the pulse of the contact center. With a single dashboard, supervisors can access information on current state, as well as historical, metrics across all media types. Need voice, chat and email KPIs and metrics all within a single view? No problem! The supervisor dashboard is the ‘control center’ of the contact center, giving supervisors the information they need to operate efficiently.

Multichannel Reports

PureCloud offers both pre-built and customizable reports that offer a consolidated view across channels. Reports are accessible from within the supervisor dashboard making it easy to see the current state of operations along with historical metrics. Reports can be exported and are available in a variety of formats.

Reporting Tools on the Go

Supervisors can monitor contact center and agent performance anywhere, anytime, using the PureCloud mobile application. Using an iPad or tablet, supervisors can access key performance indicators such as service levels and customers waiting in queue.

 

Data Analytics

Using the flexible analytics API, you can leverage business intelligence tools to create integrated reporting that reflects your business KPIs, existing data and analytics infrastructure.

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PureCloud Solutions

Multichannel Routing

Do multichannel right. Customers use their channel of choice. The experience is consistent. Agents have one intuitive interface to deliver.

Speech-Enabled IVR

Let customers call and service themselves - speaking or pressing. If an agent is needed, it’s seamless. Setting things up is a breeze.

Reporting and Analytics

Understand and analyze contact center performance. Supervisors and agents access key insights to improve the customer experience.

Workforce Optimization

Boost the performance of your workforce and operate more efficiently. It’s one integrated toolset built right in: WFM, quality, surveys and more.

Outbound Campaigns

Execute dial modes and campaign tactics that drive better business outcomes. Agents can be blended. Compliance is assured.

CRM Integrations

Make the customer and agent experience equally seamless. Call controls go inside CRM interfaces. Information is shared. Deployment is painless.

Graphical Agent Scripting

Provide scripts agents love and customers don’t know are there. They’re simple to set-up and use. Content is dynamic. Compliance is met.

Social Channel Management

Allow agents to respond to social expressions from customers. The noise is filtered out. One engine and interface handles all channels.

We can’t say enough about the value our PureCloud® services have brought us – from improved service to increased efficiencies. It will certainly be a selling point in the future as we potentially expand the properties we service.

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