Your contact center is a rich source of data. Every day, that data can give deep insights into both customer satisfaction and employee efficiency and performance.

Mitel MiVoice Business (MiVB) and MiContact Center provide reports that offer useful insights. Managers and teams rely on them, but these reports offer limited customization.

Now, VOIP Networks has partnered with Brightmetrics, a sophisticated data platform, to offer comprehensive analytics that deliver timely, actionable intelligence. This enterprise-level solution gives managers and staff even greater insights.

Improving the Customer Experience

Brightmetrics makes it easy for even non-technical managers to pull reports and build dashboards that provide in-depth, actionable data analytics. Managers can segment data in ways that work best for the organization and measure performance across multiple categories.

Organizations of all types and sizes use these analytics to improve the customer experience in many ways, including:

• Reduced hold times
• Lower call abandonment rates
• Quicker call wrap-up times
• Fewer call transfers
• More proactive and engaged service from agents

Leveraging Real-Time Analytics

For customers using MiContact Center, Brightmetrics adds more advanced, real-time data analytics to the reporting options. Instant access to key metrics allows contact center managers to monitor live agent activity, manage call queues, and reallocate resources as needed. For instance, real-time alerts can identify potential service issues for immediate remediation.

In addition, real-time analytics makes it easier for teams to see everyone’s performance, collaborate, and improve their metrics. Supervisors can track each agent’s performance in real-time and compare it to historical data. They can spot high-performing agents and enlist their help in training and mentoring colleagues and new employees. Managers can also gain insights into how long it takes new employees to reach certain performance levels and tailor training to optimize that process.

Brightmetrics also allows managers to do the following:

• Identify coaching needs quickly
• Provide real-time feedback to improve agents’ performance
• Use gamification to boost engagement and effectiveness

Benefits of Brightmetrics and Mitel

Brightmetrics integrates seamlessly with Mitel technology and platforms. Even non-technical managers can build dashboards that monitor their most important metrics without involving IT. Pulling reports that trace performance and other metrics over time is simple.

Organizations have reported impressive results after implementing the Brightmetrics platform, including:

• Customer Satisfaction (CSAT) increased by 10 percentage points
• Ticket handling consistently met targeted times
• Call abandonment rates dropped by over 80%
• Call wrap-up times reduced by over 80%
• Call transfers cut by 25%
• Customer wait times dropped by 40%
• IT workload decreased by 60%

Making a Superior Solution Better

Unlike most Unified Communications as a Service (UCaaS) offerings, VOIP Networks hosts all Cloud9 solutions in an industry-leading, managed private cloud. Customers enjoy enhanced security and reliability, thanks to multi-instance architecture and geo-redundant data centers. Customers share their servers with no other users, and each user’s dedicated hardware has redundant sites in geographically diverse areas.

Thanks to this new partnership, we can include the Brightmetrics platform in MiVB and MiContact Center solutions to make these industry-leading services even better. Managers can harness the power of historical data through strategic dashboards for exceptional intelligence and insights.

VOIP Networks provides white-glove training and support for clients to help organizations enjoy the benefits of the Brightmetrics platform quickly. That support continues throughout the relationship. All VOIP Networks’ support is U.S.-based and available 24/7/365. To ensure that clients realize the maximum value from their communications investment, VOIP Networks provides full-system administrative and end-user training at no cost.

For more information or to discuss your communication needs, please contact us at 800.494.0000 or sales@voipnetworks.com.