The foundation of real-time analytics in a contact centre is to provide call data metrics as calls happen. From monitoring call volumes to abandoned call activity, the role of real-time analytics is to analyse and anticipate and provide the right answers to customers. By using real-time analytics, organisations can spot changes immediately and react accordingly, adapting to the customer’s desired interaction.
Real-time analytics can supercharge contact centre agents and supervisors on the success of calls. With hundreds of organisations opting for cloud analytics solutions, vendors have to reconsider and adapt their solutions to benefit both businesses and customers.
Since the onset of the pandemic, the market for analytics has grown and become extremely competitive. But how easy is it to find the solution that covers everything a contact centre involves?
With that in mind, CX Today welcomes Akixi Business Development Manager Simon Colledge to provide an insight into their incredible portfolio of solutions.
Most of Akixi’s solutions have a dashboard view. On why they are a benefit, Simon explains: “With dashboard views, hundreds of cloud-based customers can have an overview of what's going on at any platform at any given time. This can be call queues coming into particular groups and departments within their organisation. With regards to outbound calling teams, organisations can analyse information such as volume of outbound calls on a daily basis, hourly basis, any given time period, and break that information down into maximum wait time, average wait time, which agents or extensions within the business are carrying the largest weight of handling those outbound calls.”
Colledge continues: “We also offer a safety net to organisations with regards to abandoned or lost or missed calls. Organisations have the ability to see if calls are coming in at particular times of the day or week, for one reason or another, maybe there's been a spike in traffic. No missed calls are left uncaptured, which makes it easier for organisations to leverage existing or new business opportunities. Each missed call can be associated with a monetary value, for example, a 500 or 1000 pounds of missed business opportunity, and this potential revenue can be reported on.”
To elaborate on Colledge’s description, Akixi solutions offer a myriad of information and data sets all sorted through wallboards, reports and dashboards that keep track of key metrics and KPIs. The staff can easily access these wallboards and have a real-time view of calls waiting, average answer time, longest answer time.
“This gives the team leader or manager of a particular contact centre area or organisation the ability to act on these metrics and key business information instantaneously. Now if they can see they've got a high volume of calls waiting coming into a particular area of the organisation, they can potentially call on resource from other areas of the business, and bring those guys into that group to handle those calls and eliminate bottlenecks.”
What makes Akixi unique in this area is that they make available APIs that enable customers to build their own dashboard outside of Akixi’s solution to bring other business intelligence, telephony information, CRM information into one single pane of glass.
New Age of Customer Journey
Each new technological innovation changes the customer journey even in the slightest amount. When it comes to contact centres, the customer journey can take unexpected turns depending on how well-equipped that contact centre is. College tells how real-time analytics changes the customer journey for the better:
“We may have inconvenienced the customer by missing their call, but by capturing that information and calling them back, it's a good PR tool. It tells the customer that they're important to you and that you are taking the time to call that customer back and deal with their enquiry or product request. It is most definitely assisting organisations in ensuring the customer journey into their organisation is far better.”
Colledge also mentions the ability to track different streams of communication through dashboards, as omni-channel is the way forward for businesses planning to succeed.