Today’s best brands provide the ultimate customer experience. They take advantage of contact centre data in order to better understand customers, all while ensuring that agents feel supported and engaged in their work. This week at Calabrio Customer Connect (C3), we debuted a new, integrated Calabrio ONE platform with unparalleled reporting and business intelligence capabilities so our customers can make better business decisions, drive employee engagement and improve customer satisfaction

The contact centre has the power to act as the eyes and ears of an organisation, and smart brands understand that data gleaned from agent interactions with customers provide critical insights that can transform how a company does business. However, current analytics and reporting tools are time consuming, difficult to manage and include piecemeal data from various systems. Lack of data integrity, mixed with cumbersome processes means that many businesses are missing opportunities to truly understand their customers.

According to Forrester, most organisations currently analyse just 12 percent of their data. In addition, our own Multichannel Analytics in the Contact Centre report found that many organisations are overwhelmed by data, don’t know how to analyse it or they don’t know the value of what they’re missing. As the contact centre becomes more complex thanks to multiple communication channels and customer touchpoints, the amount of data will only increase.

This is exactly why we developed the new Calabrio ONE platform. The advanced reporting capabilities take the analysis burden off organisations so they can quickly cut through the data clutter and drill down into relevant insights that matter to the health of the company. Now, with a single source of truth around customer interaction data, companies can finally realise the full value of their contact centre data, keep agents engaged and motivated, and know they are getting the most out of their contact centres. Everything boils down to creating valuable customer relationships and Calabrio gets them there. To learn more about how Calabrio paints the full picture of your customers’ experience, read our complete guide to customer interaction analytics.

The new Calabrio Advanced Reporting solution takes insights collected from the contact centre and creates reporting dashboard visualisations that are easily understood and can be shared across the organisation. When data is presented in this simple, digestible manner, businesses finally see the big picture of their customers and deliver a data-driven customer experience that exceeds expectations.

Improve your contact centre reporting and analytics by downloading Better Contact Centre Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives.