– Samir Khandhar, Vice President of Client Experience Arbonne International
“The IntelligenceHub service provides a window into how well we are serving customers and how our investments in process and technology improve CX are paying off. Working with Eventus we leverage a number of best-of-breed cloud contact center technologies. The reporting service brings all the data together and harmonizes it but even more importantly makes it easy to understand and act upon. IntelligenceHub allows us to model ‘what-if’ scenarios and gives us key predictions of our KPI outcomes as we target initiatives that align with your business needs. We no longer wait for manual reports but instead we are given access to immediate and up-to-date online reporting including dashboards customized for our business and we can view them any time we need them. IntelligenceHub provides information and insights that we’ve not had access to before.”
With IntelligenceHub, you’ll be taking your unified contact center data and analytics to the next level, with exciting new features, a more intuitive experience, significantly faster performance, and the ability to use the service to personalize Subscriptions and Alerts.
IntelligenceHub unifies, simplifies and amplifies data from any major contact center platform, with connectors between systems that pull data into a single view with actionable insights. Our market-leading service organizes big data, while also analyzing that data to extract meaningful insights that impact not only customer service, but which also inform improvements to our Clients’ products, services, sales and marketing campaigns.
Client Contact Center Services Stack
With IntelligenceHub, you can:
- Realize the full potential of your contact center data
- Unify data silos
- Future proof your contact center data model
- Transform the way you communicate, quantify and share insights
- Use data-driven decision making to strengthen your workforce and improve customer satisfaction.
With IntelligenceHub, you’ll be taking your unified contact center data and analytics to the next level, with exciting new features, a more intuitive experience, significantly faster performance, and the ability to use the service to personalize Subscriptions and Alerts.
We have a proprietary data model that captures data from source systems at the most granular level, and we have mastered the ability to join data across multiple systems, analyzing it at a deep level to surface areas of greatest opportunity. Easy access to reports means immediate answers with supporting data to drive business in the right direction. Our service has introduced over 40 different dashboards, consisting of over 100 individual report views, with new views being added regularly.
Already Integrated With Leading CX Platforms
Structured & Unstructured Data
IVR
Provides IVR data such as menu options selections and self-service containment
ACD
Provides data on call transactions such as AHT, calls offered, and ACW.
CRM
Provides data such as call type, agent notes, KB, FCRR, and back-office work.
WFM
Provides data on agent information such as adherence to schedule.
QA
Provides data on quality assurance such as QA score and performance trending.
HRIS
Provides human resources data such as payroll, performance improvement plans, and tenure.
Most contact centers struggle to get unified information about their operation. Some operations solve this problem by pulling data from multiple sources and combining them on a one-off basis, leading to inaccurate data, slow time to produce and greater expense.
This enables reporting use cases such as:
- Handle time by call type
- Cost per call by call type
- Quality Assurance score and Knowledgebase usage
- Schedule adherence
- True First Contact Resolution (IVR, ACD & CRM)
- Performance tracking to budget
Download the IntelligenceHub Notes
These notes go into detail on all the new features, operational updates, bug fixes and optimizations, and new dashboard releases. Check it out if you’d like to learn more about the IntelligenceHub service!