Avtex Solutions, LLC - Contact Center Analytics for Genesys PureCloud

Deliver actionable insights on your own terms with the Contact Center Analytics Solution for Genesys PureCloud. Avtex's Contact Center Analytics Solution delivers a robust, self-service platform for PureCloud customers to gain better insights into operations.

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View and analyze important trends occurring within PureCloud using the Contact Center Analytics solution for Genesys PureCloud

Benefits Include:
  • Analyze agent performance using key metrics like talk time and total handle time
  • Understand queue abandonment rates, trends and volume across different slicers like time of day or day of week
  • Establish coaching programs using Agent Evaluation data or turn this into a gamification dashboard to improve overall contact center performance
  • Create your own reports or dashboards using out-of-the-box features combined with an easy to use data model in order to tailor the content to your specific needs
  • Display KPI's and related content on a big-board or via executive level dashboards
  • Leverage the capabilities of Power BI to correlate Contact Center data with information from other systems like Dynamics or Salesforce, ERP Systems or other back-end database platforms including Excel
  • Use Real-Time data feeds from PureCloud to create interactive, engaging wallboards

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