Call Center BI Software Vendors
Business intelligence and reporting are often – incorrectly – used interchangeably. Many vendors will pitch a reporting package as a business intelligence tool, but in reality they are simply selling a reporting suite with a series of predetermined data sources. True BI software is built to integrate data from any source into your reporting and performance metrics.
When you are researching call center business intelligence platforms, you’ll likely run into many brands that have a holistic focus on your entire organization, but contact centers have very unique tools and KPIs that require a focused understanding of our role in the business. Selecting a holistic BI tool as opposed to one intended for call centers is certainly a viable option, but you it’s important to understand the impact this may have on your implementation time due to the likelihood of needing custom development for integrations. Any tool will need integration with a CRM and your contact center omni-channel platform. You may also need to consider your WFM, WFO and voice analytics platforms as valuable data sources. Voice analytics can bring in a wealth of knowledge, leveraging natural language processing to transcript your caller and agent’s words. This opens up a whole new realm of actionable data.
No matter what your business goals are, the selection of a strong BI tool will have a significant impact on your organization, and if you can find the right contact center-focused product suite it an quickly drive the type of ROI you are looking for.
Let us help simplify this process and do the research based on your needs for you. Skipping past the RFI stage right to the short list will simplify your life and save you a significant amount of time, effort and money.