Microsoft Power BI-based tools built on your Cisco and Webex contact center data. Ready for the supervisors, CX leaders, and operations teams who make decisions.
We help contact centers build the working layer between data and the decisions it's supposed to inform. b+s CCBI consolidates voice, digital, and back-office data into Microsoft Power BI dashboards.
KPIs by individual, team, and skill group, with drill-down into state time, wrap-up classifications, and direct comparison against last month, last quarter, or the same period a year ago.
Service level, abandonment, occupancy, handle time, and channel mix across queues, presented so supervisors and CX leaders can read and act without engineering support.
End-to-end visualization of how customers move through the contact center, from channel of entry to resolution. See the trends that matter to better decision-making.
Side-by-side comparison against previous months, quarters, and year-ago benchmarks, so trends register before they become problems, and progress shows up in numbers leadership trusts.
Live operational visibility for supervisors managing the day, alongside the historical context CX leaders need for the next quarter. Both flow through the same dashboards, which keeps the conversation between operations and leadership grounded in the same numbers.
Prebuilt templates for Webex Contact Center and Cisco UCCE/PCCE come configured for the data your platform already produces. From there, blend in CRM, back-office, or workforce data, build custom views, and tune the picture to the operating rhythm your team runs on.
Power BI is the BI tool most enterprises have already standardized on. CCBI puts contact center performance directly into that environment, so customer service shows up in the same place leadership sees everything else.
Delivered as cloud SaaS in the Microsoft environment. No separate server footprint, data warehouse to maintain, or additional licensing layer. Updates and improvements flow through directly.
Not every contact center needs the full business intelligence surface area. For organizations whose reporting needs are clear, structured, and Cisco-native, b+s also delivers a reporting solution that fits inside Cisco Unified Intelligence Center.
b+s Reports for CUIC is an out-of-the-box reporting add-on for Cisco Unified Intelligence Center. It offers predefined historical and real-time report templates for contact center managers. b+s Reports for CUIC is suitable for environments where the goal is reliable, customizable reporting against Cisco data, without the broader BI footprint of CCBI.
Contact center business intelligence turns operational data into dashboards and insights teams can use to understand performance and make better decisions. b+s CCBI brings Cisco and Webex contact center data into Microsoft Power BI for supervisors, CX leaders, and operations teams.
CCBI provides visibility into KPIs such as service level, abandonment, occupancy, handle time, and channel mix. Teams can also analyze performance by individual, team, and skill group and drill down into details such as state time and wrap-up classifications.
Yes. CCBI includes prebuilt templates for Webex Contact Center and Cisco UCCE/PCCE, configured around the data those platforms produce.
Yes. CCBI can blend contact center data with CRM, back-office, and workforce data, helping teams build a broader view of customer service operations and create custom views for their needs.
Yes. CCBI combines live operational visibility with historical context in the same dashboards. Teams can also compare performance against previous months, quarters, and the same period a year earlier to identify trends and track progress.
CCBI brings contact center performance data into Microsoft Power BI, allowing customer service data to live in the same business intelligence environment organizations may already use for other areas of the business. It is delivered as cloud SaaS in the Microsoft environment.
CCBI provides a broader business intelligence environment with Power BI dashboards and the ability to combine contact center data with CRM, workforce, and back-office data. b+s Reports for CUIC is designed for organizations that want predefined historical and real-time reporting within Cisco Unified Intelligence Center without the broader BI footprint of CCBI.
