Enabling businesses to deliver exceptional customer experiences with call analytics

Analytics

Flexible
Reporting

Access granular historical and real-time reporting to identify business trends, highlight issues and share findings with the right people.

Drive Business
Productivity

Live call centre statistics to keep customer-facing teams focused on customer experience and empower individuals to monitor and manage their own productivity.

Customer First

Exceed Customer
Expectations

Gain visibility of customer call journeys and interactions to understand the customer experience.

Webex

Better Resource
Planning 

Leverage call analytics to review resource and response levels in busy periods to better utilise the workforce.

icall suite

iCall has all the features you need to make immediate improvements

  • Advanced call analytics & reporting 

Business analytics for cutting edge workforce productivity for your whole business, including the call centre. Access executive summary, KPI-driven business dashboards, customisable wallboards, and granular historical and real-time reporting to identify trends, highlight issues, avoid missed opportunities and react quickly.

  • Missed calls analysis

Every missed call can directly impact customer satisfaction levels and revenue. Leverage unreturned missed calls analysis to quickly identify abandoned calls and enable rapid recovery of lost calls.

  • Supervisor console

Dedicated supervisor workspace allowing team leaders to monitor live calls, look after VIP customers and manage agent and call centre group performance in line with service levels. Leverage intraday modelling to optimise and forecast resources using shift patterns and call volumes information.

  • Agent console

Dedicated agent workspace with access to a control panel to manage calls more effectively– identify VIP contacts, transfer, hold, callback and other calls. Agents can access specific scripts, collaborate with supervisors and escalate a call via chat, and monitor their productivity.

Features  Essentials  Advanced  Ultimate*  Supervisor console  Agent console 
Real-time data delivery Yes  Yes  Yes  Yes  Yes 
License management  Yes  Yes  Yes  Yes  Yes 
Supervisor console functionalities – dedicated workspaces, KPI statistics, agent management, collaboration      Yes  Yes**   
Agent console functionalities – dedicated workspaces, script presentation, collaboration      Yes    Yes** 
KPI summary dashboard  Yes  Yes  Yes     
Executive summary report    Yes  Yes     
Customisable dashboard tiles    Yes  Yes     
Configurable wallboard tiles    Yes  Yes     
Reports catalogue  Yes  Yes  Yes     
Historical trend analysis and reporting  12 months  Yes  Yes     
Detailed call activity  Yes  Yes  Yes     
Multi-level reporting by site, division, cost centre    Yes  Yes     
Call journey performance & reporting    Yes  Yes     
Analyse call flows    Yes  Yes     
Monitor and compare incoming call trends  Yes  Yes  Yes     
Percentage of calls answered (PCA) within target response time    Yes  Yes     
Grade of Service (GoS) report  Yes  Yes  Yes     
Call Tolerance report    Yes  Yes     
Unreturned missed calls report  Yes  Yes  Yes     
Call ring time, duration, and missed calls by DID  Yes  Yes  Yes     
User activity reporting  Yes  Yes  Yes     
ACD Wallboard      Yes     
KPI-driven contact centre productivity dashboards      Yes     
Live call queues report      Yes     
Agent activity management  No  No  Yes     
Compliance management  Yes  Yes  Yes     

 

Notes
*Ultimate license includes supervisor and agent console functionalities
**Requires one Ultimate user plus supervisor/agent console license(s)