Spoken Engage: Business Intelligence
The right data at the right time for the right action. Robust, real time analytics drive instant performance management from a single online dashboard.
Spoken Engage is the new web-based dashboard that will change the way you view contact center performance. Analyze real-time and historical data in one place with one-click access to team, site, skill and individual agent metrics.
The key to understanding contact center operations lies in the ability to analyze and act upon the wealth of data processed every second through the ACD, IVR and CRM systems that make up the beating heart of the contact center. Until now, this data has only been accessible via query and historical reporting. And every second that you are not aware of your contact center's performance is a lost opportunity for improvement.
Engage aggregates and visualizes call data from a plethora of sources: ACD call metrics, IVR caller input, CTI, speech analytics, call recording and even third-party databases. Data is presented in an interactive, color-coded heat map, so anyone, from the CEO to supervisor to team manager to agent, can easily pinpoint trouble spots and take immediate action to improve performance.