Being able to report on key business metrics should be the first step for any business. The old saying of what gets managed gets measured still stands true.
Reporting is the end game but it all starts with planning on how you collect what needs to be reported on.
Suggested modules and summary briefs…
CyReport
This is our business intelligence reporting module which includes over 130 prepared reports, as well as a powerful configurable browser based dashboard for analytics and alerts. As a base CyReport will collect data from your communications platform and provide call statistics and more, but start adding some of the other modules below to enhance your view beyond just the phone data.
CyDesk
Is our desktop unified communications, CRM integration tool and agent cockpit. We recommend CyDesk as this is where we collect information from the user such as presence, work types, breaks,
CyRecord
We integrate CyRecord screen and voice recording to our CyReport solution for enhanced search and reporting on all your business communications. Regulation compliance is an important requirement for many businesses and adherence review starts with CyRecord.
CyCX Connect
Is our omni channel contact centre solution. CyCX Connect is where the customer experience technology really gets teeth to take your business to the next level. CyCX Connect provides a platform to build more analytical touch points where we can manage and assess the business through 360 degrees. Customers using the AI may well end up wanting to speak to a live agent and this may be via chat or phone.
CySurvey
Our survey and customer satisfaction management application. Read more on CySurvey and how important measuring customer satisfaction is to your business
CyCoach
Our staff training and evaluation application leverages your voice recording to provide a process for creating assessment and questionnaires, then reviewing, assessing and delivering feedback to key customer experience staff.
CyCX Workforce Management
Improve your service levels and reducing staffing costs by closely matching staffing levels to workload with accurate forecasts, intelligent real-time monitoring & reporting.
