Leading Contact Center Analytics Software

Contact center analytics refers to the total process of gathering, analyzing, and interpreting data from various interactions and operations within a contact center. This data can encompass a wide range of information, including call recordings, customer feedback surveys, agent performance metrics, and operational statistics. By examining these data points, contact center managers can gain valuable insights into customer behavior, agent performance, and overall operational efficiency.

“Contact center analytics” also typically refers to the contact center analytics software, such as Calabrio Interaction Analytics, that is purpose-built to facilitate the capture, analysis, and sharing of contact center and customer interaction data.

Contact center analytics involves a multi-faceted process that ultimately all begins with data collection. Information on the agent and customer experience is gathered from various channels, potentially including call recordings, chat transcripts, emails, social media interactions, screen capture, and customer surveys. All this raw data, which in effect comprises the voice of a business’s customer, is then processed and analyzed using specialized software, algorithms, artificial intelligence, and more.

Customer experience analytics tools can typically perform a variety of functions, such as transcribing calls, identifying keywords and phrases, analyzing customer sentiment, and tracking metrics and KPIs. With a solution like Calabrio Interaction Analytics, the results of this analysis are then presented in user-friendly dashboards, reports, and visualizations, allowing contact center managers and agents to easily interpret the data and make informed decisions. These insights can be used to identify areas for improvement, optimize processes, personalize customer experiences, and drive overall contact center performance.

Learn more in our definitive guide to customer interaction analytics.

Speech analytics is an aspect of contact center or customer experience analytics focused specifically on analyzing the content and context of spoken interactions between agents and customers. Speech analytics solutions leverage speech recognition and natural language processing technology to transcribe and interpret conversations, enabling contact centers to uncover valuable insights related to customer sentiment, agent effectiveness, and common call drivers.

Learn about how to use speech analytics in your contact center.

Voice-of-the-customer (VoC) data refers to any feedback or information provided directly by customers about their experiences with a company’s products, services, or customer support. This data can be collected through various channels, such as surveys, social media, online reviews, call recordings, and direct feedback from agents. VoC analytics can leverage this data to provide invaluable insights into customer satisfaction, pain points, and expectations.

Analytics data can be leveraged to drive significant improvements in contact center performance. By identifying trends and patterns, both positive and negative, within customer interactions, organizations can optimize agent training and engagement, streamline processes, personalize customer experiences, and proactively address issues before they escalate. Additionally, analytics data can inform resource allocation decisions, improve call routing strategies, and enhance workforce management practices, ultimately leading to a more efficient and effective contact center operation.

Calabrio Interaction Analytics software gives each member of your team access to powerful artificial intelligence and advanced machine learning capabilities, making it easier than ever to generate predictive insights and put them into action.

Plus, Interaction Analytics is at the core of Calabrio ONE, our comprehensive platform for contact center workforce optimization. With Interaction Analytics and Calabrio ONE, you can connect VoC data with customer data from across the business, deliver smarter quality management and performance coaching, and use intelligent workforce management solutions to perfectly match service levels with demand to ensure service quality while optimizing labor efficiency. With this complete, analytics-fueled solution, you can deliver magnetic customer experiences, exceptional employee experiences, and unrivaled contact center performance.