Contact Center Solution: Analytics and Reporting

Contact Centre Analytics and Reporting

Managing cloud contact center operations without full visibility on key metrics is not just difficult; it’s impossible.  While our real-time dashboards make it possible to monitor exactly what is going on right now, making informed staffing decisions often requires the ability to measure performance over different time intervals. 

With a library of hundreds of reports available right out of the box, and the ability to add custom reports, the Xentrax Contact Centre Solution provides managers with the necessary agent productivity and performance and queue activity metrics to make the right decisions.

Ready-to-Use Reports

  • Daily, weekly, monthly and yearly Agent performance
  • Daily, weekly, monthly and yearly Queue performance
  • Detailed serviced, abandoned and missed calls reports
  • Classification and tracking reports
  • Inbound and Outbound Billing reports

Examples of available Custom Reports

  • First Call Resolution
  • Talk Time intervals
  • Daily Transfers by agent
  • Custom Call tracking
  • Weekly Department Report

To learn more about how we can help you access the best call center software, please contact Xentrax today.

Cloud Call Centre Solutions

Learn more about our innovative contact call centre solutions offered by the Xentrax team by reading through our most frequently asked questions for further guidance. If you have any other questions regarding our analytics and reporting services, reach out to one of our team members directly or by filling out our online form for more information.


 How does a cloud contact centre work?

With the aid of a speedy internet connection, a cloud contact centre can send and receive telephone, SMS texting, social networking sites, and video communications at all times and from anywhere in the world. All server technological installation, equipment, and maintenance issues are taken care of by the cloud provider. 

In contrast to an on-premise Automated Call Distributor (ACD) , whereby  voice over internet protocol technology (VolP) is employed to establish phone calls.

The cloud contact centre software takes care of everything after you link it to your other channels, such as social media or email. To minimize disruptions, each transaction is allocated to the appropriate agent and linked to a user account. After that, a contact centre can then seamlessly integrate the information with your customer relationship management (CRM) program, so everyone is updated.

You only need to supply your employees with workstations, headphones, and an internet connection as your contact centre runs entirely online. Agents can receive phone calls, emails, or incoming messages using online chat platforms when they log on. As such, your company uniformly engages customers through a number of points of contact.

What are the main benefits of cloud contact centres?

The main benefits of a cloud contact centre include:

Around the clock care with more representative versatility

Although cloud services are simple to install and start employing, they also offer employees more freedom. The technology provides on-demand collection and data capabilities, which enables firms greater flexibility in employing representatives virtually anywhere in the world and offer round-the-clock customer service.

Increased representative efficiency

When employing a cloud solution, employees benefit from increased versatility in their working environments as well as exceptionally high productivity. This is because they are able to manage customer data throughout various channels thanks to an easy-to-use interface, which also contributes to a more accurate case resolution. In addition to saving agents’ time, features like prioritized callbacks also guarantee that consumers are routed to the most qualified agents for outstanding customer service at all times during their experience with your business. 

Increased scalability of your business

The actual scalability that businesses need is made possible by the on-demand nature of cloud solutions. When contact centres, for instance, encounter a higher-than-normal volume of cases, such as during holidays, more employees may be recruited as required to reach demand, enabling limitless scalability.

A reduction in costs

Because they require substantially less upfront investment than on-premises systems do, cloud solutions are very cost-effective. Contact centres can integrate platforms and reduce expenses with hosted cloud solutions with negotiated term commitments.

An enhancement of security measures

Enhanced security is a huge advantage of cloud systems. For instance, hybrid cloud solutions provide businesses the freedom to store less sensitive data in a public cloud server at a lower cost while safeguarding critical data in a private cloud. Furthermore, compared to on-premises platforms, cloud solutions often provide stronger emergency preparedness features. 

On-premise solutions are typically ill-equipped to withstand outages caused by natural disasters or other disruptive events. Therefore, because of this inability to withstand these circumstances, corporate operations are ultimately affected. Cloud-based solutions, on the other hand, provide continuous operational capabilities. For instance, when a connection is disrupted during unexpected events, employees can communicate with clients via their mobile devices.

Excellent customer service experiences

Excellent client experiences are an inevitable result when companies are able to recruit and hire knowledgeable agents who are available 24/7 and work more effectively. Customers will value a company’s efficiency if it handles their cases quickly and efficiently. This ultimately occurs when employees are able to work in a variety of settings that boost their productivity and allow them to provide more excellent customer experiences. In turn, this can also aid in your employees feeling more empowered when delivering their services to your customers as well.

What are the benefits of a cloud-based contact centre vs. a traditional infrastructure?

Before looking into the benefits of a cloud-based contact centre vs. a traditional infrastructure, we first need to define what exactly each of these methods are. Here is a closer look:

Cloud call centre definition

A cloud call centre, which is the core of a company and processes all client communications, is kept on the server understood by many as the cloud, which is hosted on a larger corporate server. Given the fact that this hub is hosted in the cloud, interacting with customers by phone, emails, social media, and online can be done from any location around the globe. Users must have internet access with enough speed to support them in order to use cloud-based contact centres. Clients are increasingly engaging companies via digital channels. Therefore, more businesses are deciding to update their contact centre by adopting cloud-based ones.

On-premise call centre definition

On-premise call centres frequently need business disrupting updates and upgrades every several years, and that can be costly over time for your business. With an on-premises call centre, your organization’s operational equipment, applications, and network are maintained on-site using secure communication servers. As a result, everything is installed, maintained, and managed by your technical team.

Cloud vs. On-Premise Call Centres

It is quite often that a business will compare and contrast cloud and on-premise call centres before implementing changes for their organization. Here is a closer look at these differences in more detail to help you with your decision-making process.

1. The set up

As companies need to buy equipment and licences, set up their internal structure and locate software solutions that work together with one another, establishing an on-premise call centre may take many months. The process of forming a cloud-based call centre, on the other hand, comprises downloading software and setting it up on your current computer system so that it may start working right away.

2. The costs

Equipment, licensing, and on-site server hosting are fixed expenses for on-premise call centres. When deciding between an on-premise call centre and a cloud call centre, businesses must determine if they want an investment or operating expenditures. Aside from that, they require onsite installations about every couple of years due to the hardware ageing and the inevitability of technological advancements. In contrast, cloud contact centres don’t require significant upfront costs of hardware or equipment as long as your business has a dependable internet link with enough capacity. As such, you will only need to pay an ongoing subscription each month. 

3. The features

Typical, customary features found in on-premise call centres include phone tracking, conferencing, on-hold music, and the ability to transfer calls to other representatives. The conventional elements of cloud contact centres are still present, but they have been enhanced by more contemporary technology. Ultimately, this could include click-to-call, live phone tracking, and more. 

4. The possible integrations

Because of licensing and installation, merging an on-premise call centre with other solutions is challenging, but it is, however, possible. Leading Technology teams may increase the efficiency of integrations and operations, which will benefit the business as a whole for the long run.

5. The overall reliability

Call delay or poor call clarity may be less of an issue in on-site call centres, thanks to more reliable technology. But the effectiveness of an on-site call centre depends on its software and hardware in and of itself. In contrast, cloud call centres deliver high-quality calls when businesses have strong, dependable internet connections.

The benefits of Cloud Call Centres

As they can be set up quickly, cloud call centres are desirable to companies. Additionally, cloud call centres don’t need an upfront investment initially. As such, they enable enterprises to leverage cutting-edge technologies that convert obsolete call centres into contemporary call centres.

The top advantages of a cloud call centre are as follows:

·  Costs should be decreased, and it will enhance your ROI

·  You can build a fully functional, cutting-edge multichannel contact centre   to provide improved customer experiences

·  It will empower your employees

·  lower recurring expenses

·  Increase agent quality and efficiency.

·  Helps you govern your call centre’s day-to-day operations

·  Boost performance and adaptability

·  advanced powers and capabilities

Do you want to learn more about how Xentrax can help your traditional call centre transform into a cloud call centre? Speak with a Xentrax representative or contact us by using our online form, and a team member will get back to you as soon as possible.

We look forward to working with you.