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Contact Centre Analytics

Custom contact centre analytics tools to create full visibility of performance

Contact Centre analytics has always been a well-discussed topic in the industry. However, despite the large amount of industry research and advice available, contact centres are still struggling to really understand what metrics they should be using and how to create actionable insight to improve performance. To improve business performance, managers need to capture and analyse data from across their organisation in a report specific to their business and goals.

mplsystems provides real time and historic contact centre reporting & analytics tools that can generate custom reports which combine, traditional call centre data with key business information and produce trend analysis on a regular basis to track key business metrics.

Customise and schedule reports to see what you want, when you want

  • Standard call centre reports (inbound, outbound and agent performance)
  • Point and click configuration tools for customised reports
  • Scheduler ensures timely delivery of information
  • Integrated reports from multiple data sources
  • Scheduled Delivery to FTP for data warehouse projects
  • Technical access level for specific data management across multiple databases
  • View long term trends to make informed business decisions

“We selected an mplsystems field service management solution because it provided us with all the benefits and cost-effective performance of an off-the-shelf application, while also providing the ability for us to customise our new solution to match the specific requirements of the business –particularly in the important area of reporting.” – Rob Burgess, TCSJOHNHUXLEY

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SUCCESS STORIES »

TCSJOHNHUXLEY create full visibility through end-to-end reporting
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GamCare increase their agent satisfaction & performance while achieving higher response rates in customer calls
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WEBINARS »

Top tips to make email cost effective in the call centre
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WHITE PAPERS »

Scalable Contact Centre Solutions
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A Best Practice Guide To: Self-Service & Automation
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LATEST NEWS »

Grouping Activities in the Contact Centre
21st September, 2017
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Are You Ready for the Connected Customer? Pt3
5th September, 2017
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Are You Ready for the Connected Customer? Pt2
31st August, 2017
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  • field service apps

    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

    Read More »

  • field service apps

    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

    Read More »

  • field service apps

    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

    Read More »