CT Analytics for Webex by Cisco

Dive into a world of data-driven insights and maximize the potential of your communication infrastructure with CallTower Analytics.
CallTower Analytics for Webex

Unleash the Power of Data

With CallTower Analytics, you gain access to a comprehensive suite of analytical tools designed to provide real-time visibility into your communication networks. Harness the power of data to make informed decisions, optimize performance, and enhance productivity across your organization.

CallTower-Analytics-Platform-Overview

CallTower Analytics empowers you to dig deep into your team’s performance with extensive filtering options and multiple customizable views. Gain a clear, comprehensive understanding of how your customer-facing team operates, so you can focus on what really matters—driving success. Your dashboard is all about your goals. Personalize it to spotlight the metrics that matter most to your business. Whether you’re tracking response times, call volumes, or team performance, you’ll have the actionable insights you need to make informed decisions that optimize your operations.

Key Benefits

Improved Operational Visibility

Gain real-time access to key calling metrics, enabling faster decision-making and more responsive management of call activity.

Enhanced Agent Performance Management

Detailed insights into agent behavior and productivity allow supervisors to identify coaching opportunities, recognize high performers, and balance workloads effectively.

Optimized Resource Allocation

Identify peak call times and queue trends to better align staffing levels with demand, reducing wait times and improving service levels.

Reduced Call Abandonment

Real-time monitoring helps teams quickly respond to dropped or missed calls, increasing the likelihood of customer retention and satisfaction.

Customizable Reporting and Dashboards

Tailor dashboards and wallboards to highlight the metrics most relevant to your operations, supporting data-driven decisions and continuous improvement.

Cost-Effective Contact Center Functionality

Organizations with informal contact centers benefit from robust analytics without the complexity or cost of traditional contact center platforms.

Seamless Transition from ECCR

For customers migrating from BroadWorks ECCR, CallTower Analytics offers a low-friction alternative that preserves reporting capabilities while enhancing usability and reducing overhead.

Key Features

  • Real-Time CX Insights: Monitor live calling activity to identify performance trends and operational bottlenecks, enabling proactive responses to changing conditions.
  • Agent Performance & Productivity: Access detailed reports on agent activity and performance metrics to support targeted coaching, recognize top performers, and balance workloads effectively.
  • Customer Service Optimization: Analyze peak call times and queue dynamics to allocate resources more effectively, reduce wait times, and recover dropped calls.
  • Comprehensive Call Metrics: Track call volumes and performance across time intervals. Customizable dashboards and wallboards allow teams to set benchmarks, visualize trends, and make data-driven decisions.
  • Support for Informal Contact Centers: Perfect for teams that engage with customers but lack the infrastructure of traditional call centers, offering scalable, cost-effective functionality without added complexity.

Call Performance Analytics

Live Wallboards

Missed Call Analytics

Service Level Reporting

CallTower Analytics for Webex by Cisco is built to enhance efficiency, elevate customer satisfaction, and keep your team performing at its best—all backed by powerful, user-friendly technology.

The CallTower Advantage

Multiple direct private connections to Cisco

Global carrier connections with 15+ voice carriers and 30+ Internet peering partners

CallTower’s network and platforms completely optimized for voice

Emergency services in 30+ Countries

Re-route phone calls to other devices during Cisco outages

SMS and CRM integration

E911 Emergency Services

Provision through Connect in minutes and assign phone numbers to your users

Smooth transition from your existing telephony to Webex Calling Phone System

Carrier-class 24/7/365 technical support and shared service level agreements with Cisco

No on-site equipment required, saving capital expenses

Direct connectivity to Cisco

Replace multiple local telco contracts to consolidate voice services

CallTower Connect – A self-provisioning portal with analytics around calling