Analytics services designed to improve your customer service and business efficiency.
The Network Communications Group are proud to offer this new analytics platform to our iPECS Cloud customers. iPECS Analytics offers valuable insights into the communications of any business or call centre. The data you can access from this platform can then be used to support your team, refine your customer service and generate value for your business.
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iPECS Analytics allows you to access detailed reports through your browser, without the hassle of installing external software. These reports are always presented in an easy-to-understand format and can be quickly saved as PDF or CSV files.
To help you always see the insights that matter most, you can choose to regularly schedule reports to be sent to your email, prioritising information of your choice.
When staff are away from the office, it’s difficult to properly manage their development. iPECS Analytics includes a range of useful metrics to monitor individual or group performance. This includes KPIs such answered calls, missed calls and handling and wait times.
We can also include the option of a Top 5 extensions in terms of performance for some healthy office or call centre competition.
iPECS Analytics delivers a powerful wallboard service to compliment it’s call reports. This wallboard is accessed through a browser and shows live call statistics. These provide critical data on company, group and individual performance.
This allows users to adapt to changing call volumes and ensure customer service levels are always maintained. If you see call queues growing, managers can quickly react and route them to other teams.
Contact Centre Features.
We can offer a variety of optional features for call centres. This includes real-time agent status for managers, where at a glance you can see which agents are free, on a call, on a break or logged out. The same can be applied to groups of agents.
You can also receive regular summaries of each of your agents and groups, scheduled on a basis that suits you and offering useful performance insights.
Every user is given a customisable, visually appealing wallboard complete with tiles, tables and charts. This displays key data such as missed calls front and centre. Fonts and colours can be easily changed on this wallboard, making for an always accessible user experience.
BENEFITS OF iPECS ANALYTICS.
Call Trend analysis.
Making meaningful improvements to your business communications requires time and data. iPECS Analytics includes call trend analysis reports daily, weekly, monthly and yearly. This allows you to spot any weak spots in your customer service process and better allocate resources moving forward.
Important data made simple.
While other call analytics services offer a rich selection of data, none offer it in such an appealing way as iPECS Analytics. Dashboards are easy to read and can be viewed in real time. As iPECS Analytics is accessible through a browser it can be used on both a desktop or mobile, in the office and remotely.
We offer two versions of iPECS Analytics. The standard package is ideal for the business who needs new insights on customer service and employee performance. We also offer an advanced package designed for contact centres. This includes live monitoring and real-time performance statistics.
Built for iPECS Cloud.
iPECS Analytics synchronises seamlessly alongside iPECS Cloud. This means that if you’re working with iPECS Cloud already then Analytics is incredibly simple to deploy and manage with user data automatically being brought in from iPECS Cloud.
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See what we can do for our customers
Millfield Arts Centre is located in the heart of bustling Edmonton, North London; the centre consists of the ultra-modern theatre building & Millfield House dating back to the last century, as a Grade II listed building.
When we introduced the solution to the team they were absolutely delighted.