CallTower Analytics for Webex Calling
Boost customer satisfaction, drive agent efficiency, and capture missed revenue opportunities—without the cost or complexity of a traditional contact centre.
Performance Improvements
- Decrease Abandoned Call Rates: By 40%.
- Decrease Call Waiting Times: By 32%.
- Decrease Call Length Wait Time: By 20%.
Overview
CallTower Analytics is a call analytics and reporting solution that helps organisations:
- Retain customers.
- Secure additional revenue often lost through missed or poorly-handled calls.
This intuitive solution complements and extends the limited built-in Webex Calling analytics by delivering comprehensive, real-time insights into customer interactions.
Key Benefits
- Enhance Team Performance:
- Monitor agent performance to balance workloads and increase productivity.
- Increase Customer Retention:
- Deliver exceptional customer experiences by identifying and resolving mishandled calls.
- Boost Revenue Opportunities:
- Identify and recover lost sales opportunities with real-time and historic reporting.
- Drive Informed Decision-Making:
- Gain visibility into vital call centre KPIs to drive smarter, data-led decisions.
Platform Features
Real-Time Monitoring & Reporting
- Call Center Dashboards
- Customizable Wallboards
- Active Calls Reports
- Queue Reports
Advanced Call Analytics
- Unreturned Lost Calls Reports
- User/Auto Attendant Reports
- Call Center Interval Reports
- Call Volumes by Day Reports
- Call Log History
- User Productivity Reports
- Group Activity Reports
CRM Integration
- Unified view of customer interactions.
Compliance & Privacy
- Secure data policies.
- Granular permissions for data access.
