Contact Center Analytics for the Telecommunications Industry

Telecommunications is an industry constantly faced with the need to please historically demanding customers, which is why the organizations that are succeeding in telco are finding ways to differentiate through customer experience. By utilizing the right tools and having access to the right data at the right time, telecom companies can improve their productivity, manage more interactions, properly resource and staff agents, and boost customer service quality.

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How emite Supports the Telecommunications Industry

emite turns contact center data into actionable insights, helping telecommunications organizations improve customer experience (CX) and workforce management.

Omnichannel Reporting & Analytics

Keep up with mobile and digital and communication trends in your industry. Easily creating reports and analyze your contact center’s data across Chat, Voice, Email, and Callback.

Workforce Management

Agent performance insights from emite will help improve operational efficiency by ensuring that the right number of agents are staffed at the right time.

Ingest Multiple Data Sources

emite integrates with over 80 different technology platforms, enabling your company to pull in data from multiple sources into one single report.

Interaction Analytics & Sentiment Analysis

In addition to valuable operational analytics and agent performance data, sentiment analysis will allow your team to analyze customer experience on an entirely new level to improve agent-customer interactions.

Competitive Pricing

emite is dedicated to supporting the growth of the contact center industry and providing access to best-of-breed technology to contact center teams across the industries we serve.

Improved Agent Retention

Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. Access to real-time and historical agent performance data and sentiment analysis will help with agent retention and training.

emte unifies all of our communication channels, interactions and work items through automated routing. emite enables our team design, monitor, and fine-tune the entire customer journey.

Enterprise CustomerHead of Contact Center

emite’s solution integrates seamlessly into the user experience. Due to their flexible licensing mechanism, their solution can be utilized within all sizes of customer environments.

GenesysSr. Director, Marketplace Innovation

Before emite, we were spending hours logging onto multiple reporting platforms and even more time trying to create reports to show our Board exactly how our contact center was performing. emite’s dashboards are simple to use and have transformed the way we analyze our agent performance and improve the customer experience.

Enterprise Financial Services CompanyNorth America

Level-Up Your Contact Center Reporting

emite gives contact center managers full control over their data visualizations with powerful real-time dashboards and wallboards that are fully customizable. emite comes out-of-the box with standard KPIs but also allows users to completely customize their KPIs based on their unique data and needs.

Visualize KPIs specific to the unique needs of your business and goals
Make reporting easy and aligned to your specific KPIs
Increase levels of productivity
Improve operational efficiency

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Improve Your Customer Experience (CX)

Connect with an Industry Expert

The telecommunications industry requires a uniquely high level of customer service to stay competitive in the market. Telco customers are also very savvy, using mobile apps, video, voice, SMS, and web chat features to communicate with their provider. This means the demand for enterprise-grade tools to help report on contact center performance and customer happiness is greater than ever.

Telecommunications companies make it compelling to switch to their service vs a competitor, so keeping customers happy throughout the entire customer lifecycle is critical. emite’s unmatched ability to pull data in from multiple sources and channels will help your contact center team analyze performance across all of these channels and turn that data into business critical insights.

Integration with Third Party & In-House Apps

Telecommunications contact centers are some of the most complex in the world, with an average of 12 different technologies connected to a single enterprise environment. emite pulls in data from multiple sources, eliminating the need to log on to multiple tools like Salesforce, Zendesk, Google Sheets, Excel, or CSVs when creating a holistic performance report.

Spend less time creating reports and more time analyzing the data
Quickly and easily analyze agent performance to help with agent training and agent churn
See current support & ticket statuses to ensure you have the right number of agents staffed
Unlock insights into critical KPIs to paint a better picture of overall contact center performance

This immediate access to actionable data provides the type of real-time insights that allow contact center managers to make informed decisions faster.

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Effectively Manage Remote Agents

Over the past year, nearly all industries across the world have had to quickly pivot to address a rapidly evolving economic environment and with a rise in calls and digital interactions from customers, the telecommunications sector needs to continue delivering reliable customer service while also adjusting to agents working from home.

Those companies with the tools and flexibility to make the necessary changes have an advantage – and the companies with the ability to effectively analyze contact center performance right now will continue to prevent customer churn and grow revenue by providing a high quality customer experience.

emite can help effectively manage a remote workforce by providing:

Real-time operational and agent performance analytics
Historical agent performance analytics
Custom KPIs to pull in the data your team needs to analyze remote agent performance
Sentiment analysis
Gamification
Automated Alerts

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FOR YOUR TELECOMMUNICATIONS COMPANY

Get in touch with your regional emite office