Creating Custom Reports
Creating Custom Reports With Generic Queries
Create insightful and accurate custom reports for your contact center by agent, team, or campaign. Learn how to use existing data to deliver new insights.
Unlock useful insights from your data.
Data Accessibility
Generic queries grant access to a vast data lake, enabling enterprises to extract data crucial for their operations selectively. Don’t make agents hunt for detailed information — display it prominently.
Automated Reporting
Custom queries can utilize the scheduling and distribution features of the Nextiva reporting engine, allowing supervisors to receive automatic updates and custom alerts.
Enhanced Data Analysis
Custom queries can be exported, enabling integration with preferred business intelligence tools for a more seamless data analysis experience for managers and analysts.
Real-Time Performance Metrics
Generic queries can be developed into Home Page widgets that provide agents with essential SLA and KPI information, assisting them in prioritizing their tasks effectively.
Effortless data reporting saves time.
Data Analysis
Privacy protection
Efficient Service
Data Analysis
Data analysis in contact centers plays a pivotal role in enhancing the unified customer experience. By examining call data, businesses can identify patterns, understand customer behavior, and make informed decisions to improve service quality. This process involves collecting, processing, and analyzing large volumes of data to extract actionable insights.
Nextiva’s analytics tools offer a comprehensive solution for this. They enable operators to track performance metrics such as call volume, call duration, and customer satisfaction scores. With these insights, managers can pinpoint areas for improvement, tailor training programs for agents, and ultimately, elevate the customer experience.
Incorporating data analysis into the daily operations of a contact center can significantly impact customer satisfaction. It allows businesses to anticipate needs, personalize interactions, and resolve issues promptly. This strategic approach ensures a seamless and efficient service, fostering loyalty and trust among customers.
Privacy protection
Privacy protection in contact center software is a key feature for businesses and contact center operators. It ensures that customer data is securely handled and stored, minimizing the risk of data breaches. This feature supports compliance with data protection regulations, which is critical for maintaining customer trust and avoiding legal penalties.
Nextiva’s approach to privacy protection includes encryption of customer interactions and data. This means that when a customer calls a contact center, their information is protected from unauthorized access. Encryption is a standard practice in securing online transactions and sensitive information, making it a reliable method for protecting customer data in contact centers.
Additionally, Nextiva provides access controls and audit trails. Access controls limit who can view or edit sensitive customer information, ensuring that only authorized personnel have access. Audit trails track who accessed customer data and when, providing a clear record that can be reviewed for compliance and security purposes. These features together enhance privacy protection in contact center software, making it a trustworthy choice for businesses concerned with safeguarding customer information.
Efficient Service
Efficient service in a contact center is key to customer satisfaction. Nextiva’s VoIP solutions offer features that streamline operations and improve communication. With advanced call routing, calls are directed to the right agent quickly, reducing wait times and frustration for customers. This efficient service setup ensures that agents can focus on solving problems rather than managing a backlog of calls.
Additionally, Nextiva’s analytics tools provide insights into call patterns, agent performance, and customer satisfaction levels. This data helps managers make informed decisions to enhance efficient service. By understanding where bottlenecks occur, managers can adjust workflows or provide additional training to agents, ensuring that the contact center operates smoothly and efficiently.
For businesses looking to improve their contact center provider’s performance, Nextiva offers a comprehensive solution. Its VoIP services not only support efficient service but also adapt to changing business needs. This flexibility means that as a company grows, its contact center can scale accordingly without sacrificing service quality or customer experience.
Nextiva powers 1 million+ users and billions of interactions annually.
See how Nextiva can help your business deliver exceptional experiences as you engage, market, sell, and service.