Cloud Call Centre
Powerful Insight, Anytime, Anywhere
iCall Suite integrates seamlessly with cloud and on-premise phone systems to deliver real-time analytics. Businesses can monitor call metrics critical to their business by accessing real-time reports, ‘click and drill’ dashboards, wallboards and call recordings.
iCall Suite is proven to identify business efficiencies that deliver a return on your telecoms investment. Make informed decisions on system, department and user call activity to deliver a more effective service to your customers.
iCall Suite business reporting solutions cover 3 key areas
Business Productivity Dashboard
Intuitive business productivity tool to monitor inbound and outbound calls.
In-Depth Call Reporting
Enhanced call reporting including configurable wallboards and detailed call analytics
Live Analytics for Immediate Insight
Powerful live call analytics to monitor groups, call queues and manage customer-facing teams
Powerful Insight
iCall Suite is a comprehensive, easy to use, fully integrated call analytics solution which helps businesses to enhance customer experience and drive customer satisfaction. Make immediate decisions on call activity, improve customer service by monitoring unreturned missed calls, caller tolerance and grade of service and manage resources by understanding busy call times.
Key Call Metrics At a Glance
The Business Insight dashboard and wallboard deliver intuitive call data visualisation for business productivity. The at-a-glance console displays graphs and tabular data to monitor inbound and outbound calls.
Essential KPI Dashboard
Analyse Business
Performance Data
Data Visualisation
Monitor DDI/ Extension/
User Metrics
Business Wallboard
Share Key Business Metrics
On-Screen
In-Depth Call Analytics, Dashboards and Wallboards
Enhanced level real-time and historical reporting provides an extensive catalogue of pre-configured reports, custom reporting, graphical dashboards and visual wallboards.
Flexible Reporting
Extensive catalogue of configurable reports to identify trends in performance. Report on call activity by extension, department, DDI and user.
Incoming Call Analytics
Measure call volumes, targets, Grade of Service (GoS), Percentage Call Answered (PCA), caller tolerance (wait time) and unreturned missed calls.
Unreturned Missed Calls
Measure calls that have been missed but not yet returned. This report can be displayed as a wallboard tile.
Executive Summary
Executive reports collate key data from multiple reports to provide observations and recommended business actions.
Dashboards
Pre-defined or filtered data displayed on live tiles in tabular or graphical formats.
Wallboards
Visually display key call metrics on live tiles in a format to be shared on a screen or desktop.
In-Depth Call Analytics, Dashboards and Wallboards
Monitor up-to-the-minute analytics to manage customer-facing teams, meet SLAs and commitment targets.
Live Call Reporting
Monitor hunt groups, call queues, incoming calls on users as well as critical metrics such as GoS, PCA and caller tolerance.
Essential Team Statistics
Team dashboards and wallboards to display call queue parameters on group wallboards in real-time.
Wallboards
Pre-configured and customisable wallboards to display real-time metrics. View live call and queue statistics for customer-facing teams.
Monitor Live Calls & Queues
View metrics on calls in progress, time in current status, average queue time, wait time and call duration.
Group View Wallboard
See the status of agents to understand staff availability at any given time.
Live Analytics on Users
Review live analytics by user, such as time logged in, number / duration of inbound / outbound calls and availability.
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FAQs
Answers to some of our most commonly asked Cloud Call Centre questions…