Contact Center Analytics
Leave the guesswork behind, and start making dramatic improvements in agent interactions, customer experiences, and core call center operations.
Keeping a business running smoothly is no easy feat. It takes a lot of effort to make sure customer interactions—from sales to customer services and everything in between—are positive across various communication channels.
With a contact center analytics solution like RingCentral, you can gain a better understanding of how your organization operates, a clearer view of customer stories and journeys, and a more open attitude toward agent performance. Our platform is the answer to finding the perfect balance between delivering world-class customer service and keeping costs manageable.
Predefined report templates
Build and distribute custom report templates tailored to your organization's needs. The wizard-based "point and click" interface makes the whole process simple and more manageable—making the monitoring of your contact center’s performance as easy as it can be.
Customizable dashboards
With a widget-based dashboard, you can build customized views for different members of your organization. You can also monitor overall call center performance and service levels, quality assurance status, team performance, employee workload, queue information, and other critical real-time data.
Valuable insights from CRM integrations
Combine data and analytics from your contact center system with data from customer relationship management (CRM) software like Salesforce, Netsuite, and more. It gives you more actionable insights into how your agents interact with customers and its impact on your business.
Optimized workforce management
As part of a bigger workforce optimization (WFO) suite that integrates analytics and business intelligence with other aspects of the contact center, RingCentral cloud contact center analytics helps organizations maximize their agents by putting them on schedules that fully utilize their skills.
RingCentral Call Center Analytics
Contact Center Reporting
- Keep track of customer success, effort, demands, and sentiment through real-time reports that give you pertinent data that can be used to improve customer journeys.
- Set your agents up for success through quality management solutions that are guided by call center data from speech, text, interaction, self-service, and omnichannel analytics.
- Take advantage of over 90 pre-built reports or use custom ones to address your business’ unique reporting requirements.
Interaction Analytics
- Analyze voice and non-voice interactions across multiple channels (SMS, live chat, email, and social media) to gain a better understanding of customer needs, agent performance, and operational trends.
- Use data from each interaction to find opportunities to improve agent and customer conversations and avoid dissatisfaction whenever possible.
- Leverage interaction analytics to make sure legal and compliance procedures are being followed during every contact.
Customer Surveys / Feedback Management
- Capture customer data that gives actionable insights about ways to improve customer loyalty, satisfaction, retention, and experience.
- Call center managers can review agent performance and provide rewards for positive customer feedback and improvement plans for negative ones.
- Gather unbiased feedback from different channels and funnel them directly from customer to agent to avoid misinterpretations.
RingCentral Customer Analytics
Contact Center Data Analytics Tools
An effective contact center analytics solution allows your organization to combine two or more approaches to let you see how it can give you more insight into how your contact center operates. In particular, RingCentral supports a wide range of advanced analytics tools you can implement to give your business some in-depth information that can help you in strategic decision-making.
With this flexible solution, you can approach analytics in different ways, including:
Speech analytics
Speech analytics approach is all about analyzing past voice call recordings to collect information. The process involves identifying the words used by both the customer and the call center agent. From this information, your organization can focus on improving your customer interactions during phone calls.
Text analytics
Text analytics is a pretty similar approach to speech analytics. The main difference, however, is that it analyzes conversations between agents and customers in text format. It also includes exchanges from email, social media, and chat.
Desktop analytics
This approach takes a comprehensive look at what happens on the desktops of agents. Desktop analytics provides insight into workflow and process inefficiencies that become roadblocks to agents. It can also show security issues that you’ll need to address for compliance and determine if the system in place is working or not.
Self-service analytics
Forward-thinking companies know that to alleviate pressure on their agents, they have to invest in self-service technologies. It's usually deployed via chatbots in chats or via the interactive voice response (IVR) feature on inbound calls. Artificial intelligence (AI) and machine learning are also making big strides in the self-service space. Self-service analytics analyzes how effective these technologies are in both serving the customers and reducing contact center interactions.
Predictive analytics
This approach considers your historical data and analytics. It then reviews past performance to predict what will likely happen in the future. By using predictive analytics, your organization can anticipate upcoming problems, mark those in an events calendar, and come up with a solution. A good example is when your historical data shows that the company receives higher than average call volume during the holidays. By knowing this upcoming scenario, you can schedule more agents to report on certain days or weeks.
Omnichannel analytics
This approach is all about aggregating the data from all digital channels your business supports. Through a strong data strategy, you can identify how your customers interact with you and what are their preferred interaction channels. From there, you can pinpoint opportunities where you can improve customer journeys to provide better customer experiences.
Transform insights into results with consolidated reporting and analytics from RingCentral Contact Center.
FAQs about RingCentral Contact Center analytics software
Call center key performance indicators (KPIs) are measurable values that the company can look at to evaluate how well the call center meets its set goals and whether the agents meet the customer's needs whenever they interact with them via inbound or outbound calls.
Some of the most common contact center KPIs include:
- Average handling time (AHT) – This refers to the average handle time per customer by measuring the length of time between the moment the agent picks up the call until the call is disconnected.
- Average time in queue – This KPI measures how long customers wait in the queue before being connected to an agent.
- Call hold time – Customers are annoyed whenever they are placed on hold. This call center metric measures how long an agent puts their callers on hold.
- First call resolution (FCR) – This measures the contact resolution rate of customer issues that were resolved and did not need a repeat call.
- Call abandonment rates – This measures the number of callers who hang up the phone before being connected to an agent for inbound campaigns. For outbound campaigns, this takes into account the number of dialed phone numbers whose owner hung up the phone before talking to an agent.
- Escalation rates – This measures the number of times a call to an agent was escalated to a contact center leader like a supervisor or manager.
- Customer satisfaction (CSAT) - This is a metric that aims to improve customer satisfaction by gauging how happy a customer is with the service they received during their conversation with the agent. This is usually determined through customer satisfaction surveys.
- Total number of customer interactions – Going beyond the number of calls, this KPI measures the number of interactions on each digital channel, including social media, email, and chat.
- Customer complaint volume – This determines the most common types of complaints you are receiving per channel.
- Visitor intent – When your customers interact with your organization, what do they need? This metric aims to identify the root cause of most customer issues.
- Customer effort score – This KPI measures the amount of effort customers put into reaching your company just so they can get their concerns addressed. Keeping an eye on this can also reveal why customers prefer companies with other channels like chat and social media.
Contact centers use the different data they have to identify the pain points and areas of improvement that can help them maximize agent productivity. Some examples include:
- Improving call quality – A lot of the call center KPIs are used to analyze call quality scores. You want to see the connection, average call handling time, average time in queue, and wait time when customers are on hold to determine customer satisfaction rates.
- Reviewing agent performance – Aside from call quality management, you can also use these metrics for agent performance management to see if they meet the company's standards or require additional training and guidance.
- Understanding your demographics – Knowing where most of your callers live, their age bracket, and other demographic information can help your organization figure out better workforce scheduling, branding and marketing campaigns, and sales strategies.
- Identifying customer emotions – Knowing your customers' sentiments, in general, gives your idea a glimpse of how customers receive your product or service. You can use that information to craft the right scripts and messaging for your agents.
- Improving customer experience – Organizations use analytics to see how happy customers are with the service provided via the contact center. It allows you to identify areas of improvement in agent performance, employee engagement, hiring and staffing, and workflows and processes. This can help you increase customer retention while decreasing customer churn.
- Improving workforce engagement – Analytics will show you that a more engaged workforce correlates to better customer experiences. Use analytics to get your agents more invested in their jobs (e.g., gamification, which adds gaming elements to processes and workflows).
- Computing the customer's lifetime value – Analytics can help you predict the reasonable profit that you can get from a specific customer attributed to the whole customer relationship with them in the future.
Adding analytics capabilities to your contact center is an investment that is guaranteed to pay off in the long run. That is why it is crucial to take the time to exhaustively review your options and seek the best contact center solution for your business.
RingCentral Contact Center, for instance, offers not only the best-in-class customer analytics, but also combines omnichannel routing, workforce engagement, automation, and artificial intelligence in an open cloud platform. We have the tools to help you move faster and work smarter.
Check out our contact center plans and pricing to aid you in making the right decision.
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