Transforming data into actionable insights with reporting and analytics solutions built for the contact center

Transforming data into actionable insights with reporting and analytics solutions built for the contact center

Bucher + Suter’s advanced reporting & analytics tools

Capture, report, analyze—three key actions to maximize your contact center’s performance. Let Bucher + Suter handle the hard work, so you can focus on enhancing customer experience and driving results.

 

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Data capture

The first step to reporting and analytics utopia in the contact center starts with capturing data

The first step to reporting and analytics utopia in the contact center starts with capturing data

Whether you’re looking to better understand your contact center interactions in real-time, your customers over the length of their journey, or your contact center teams and their efficiency, it all starts with data, and how you translate them into your most important metrics and KPIs.

 

b+s Connects

Cisco and Webex Contact Center data

A wealth of interaction, customer, agent, and queue data is accumulated by Cisco and Webex Contact Center.

Bring interaction data into your CRM

Integrating your contact center into your CRM lets you bring customer and agent interaction data into a single source of truth.

Customize to capture what you need

Call recordings, sentiment analysis, IVR navigation… With the right setup, your contact center can capture what you need.

Customer Reference

This integration is a solid choice for those seeking to bridge the gap between their contact center and CRM, enhancing both agent usability and customer experience. It’s a strategic investment toward streamlined, insightful customer engagements!

Read the full review Arvind Rampurada on b+s Connects CRM integration, AppExchange Review

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Reporting

Asking the right questions and identifying your KPIs to create reports with value

Asking the right questions and identifying your KPIs to create reports with value

Contact centers are a rich source of data, but managing and making sense of it all, can be a challenge. Bucher + Suter offers expertise and tools to help our customers get what they need from their reports and meet their goals.

 

CRM reporting

Setting up your CRM so it reports across every interaction and the complete customer journey is table-stakes for better reporting.

Salesforce Supervisor reports

Support your supervisors with reports and dashboards that help them make real-time decisions to better assist their agents and your customers.

Reports for CUIC

A comprehensive, out-of-the-box solution that provides deep insights into your contact center performance metrics.

Contact Center Analytics

Optimizing the contact center for your customers and your bottom line

Optimizing the contact center for your customers and your bottom line

Reporting equips you with immediate insights into your key performance indicators, serving as a sentinel, and flagging potential areas of improvement. However, when it comes to delving into the intricacies of your contact center operations, unearthing underlying issues, forecasting behavioral patterns, and garnering strategic insights from emerging trends, you need the power of contact center analytics.

Bucher + Suter has the tools and expertise to illuminate the path to the answers you seek, enhancing your understanding of your business’s inner workings.

 

Decision-making backed by data

A robust analytics platform helps you understand your data from multiple sources, provides actionable insights, and guides your business to improve efficiency and help your contact center and its agents flourish.

Improve your customer experience

Understand your customers, their interactions and their journeys, so you can tailor experiences and reduce their pain points, and garner greater loyalty.

Increase operational efficiency

Through real-time dashboards and predictive trend analysis your team is empowered to run the contact center efficiently and effectively reduce operational costs.

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