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Oracle Contact Center Telephony Analytics

Provide Better Customer Service While Keeping Costs Down
Oracle Contact Center Telephony Analytics helps companies run contact centers with more satisfied customers, lower operating costs, and higher revenue per customer. Oracle Contact Center Telephony Analytics provides organizations with powerful insight that enables them to analyze all aspects of contact center performance. The solution provides more than 72 reports in five interactive dashboards with hundreds of best-practice metrics, alerts, and key performance indicators (KPIs), enabling companies to take targeted action to improve employee productivity, reduce costs, and increase customer satisfaction.

BENEFITS
  • Customer Service—Optimize performance across multiple service channels to achieve greater process efficiency and maximize service effectiveness and customer satisfaction
  • Agent Performance—Increase service effectiveness while minimizing costs; optimize staffing levels for anticipated call volumes and service request types; and gain insight into how training, tenure, and rewards impact agent performance
  • Service and Delivery Cost—Track and measure initial incident-to-issue resolution rates; measure service costs by customer, channel, and product type to reduce overall service costs; and maximize customer satisfaction
  • Contact Center Sales—Increase revenue per agent; maximize cross-sell and up-sell rates; and maximize revenue performance across customer, product, service, and regions
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