Making Call Centers smarter with Business Intelligence

2 mins read

Everyday “By 2022, more than half of major new business systems will incorporate continuous intelligence that uses real-time context data to improve decisions.”
– Gartner

Over the last few years, organizations operating across verticals have experienced a data overload and contact centers are no different. Also known as e-contact centers or customer interaction centers, they work as an omnichannel customer center that offers voice over IP (VoIP), chat, email, and web support. Every day reams of data is generated. Therefore, managing this information can be tedious as. This is where Business Intelligence (BI) tools come into the picture. BI tools and software help manage, structure, store, analyze and retrieve data with ease as and when required. BI also helps in providing decision-makers with valuable information and knowledge by leveraging a variety of sources of data as well as structured and unstructured information.

Here’s how integrating Business Intelligence solutions brings big benefits to contact centers

Transparency is extremely critical for contact centers. Hence, having an unambiguous atmosphere helps keep the system straightforward. Further, raw data is of no use if it is not converted into meaningful information. BI tools help gain insights into customer behavior and preferences as well as understand where the organization stands with respect to its competitors. It offers great market intelligence and business insights.

Leveraging BI tools can help contact centers save time drastically. Apart from managing data, some BI tools automate tasks that typically would require human intervention. These include automating tasks such as password change, sending automated messages, etc. BI helps resolve tickets efficiently. In other words, BI helps in handling service requests in a more systematic fashion.

Contact centers can take their business to the next level with the integration of BI solutions from Lumenore. The platform offers several modules such as:

Training Audit Plus

a. Audit as many classes as desired at less than half the cost of traditional human-based audits
b. Gauge effectiveness of training programs, how training is being facilitated, and its operational performance impact

Business Intelligence Plus

a. Get “actionable insights” from recorded calls, CRM, workforce management systems and legacy applications
b. Measure campaign and sales performance, call quality, compliance, CSAT, ARPU, AHT, first call resolution and more with interactive ready-to-deploy packages

Voice Analytics Plus

Leverage the best-in-class call recording and natural language solutions with the power of the user-friendly Business Intelligence Plus platform

Complete Coaching Plus

a. Create customized and targeted agent self-coaching plans
b. Ensure continued focus and improvement with built-in progress tracker and monitoring
c. Provide effective coaching content assignment and predictions of time-frame with Artificial Intelligence
Contact centers can deliver better services and take corrective actions by using the intelligence derived from BI tools.

About Lumenore

Lumenore is Netlink’s next-gen business intelligence & analytics platform blended with integration and customization services—delivering all you need to make informed business decisions. Lumenore is a suite of advanced products and is designed specifically for B2C companies. Leveraging Artificial Intelligence, Business Intelligence, and Robotic Processor Automation, Lumenore utilizes a common dataset to feed its powerful platform to visualize, analyze, actionize, as well as monetize business operations.

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