Features & Benefits of The Reporting Engine Call Center BI

The Reporting Engine is Unique

What makes The Reporting Engine® radically different from any performance management reporting software tool on the market starts with the fact that once the setup is completed no programming is ever required by any user.
Once we finalize the setup, everyone can generate any call center report about their agents or queues, navigate through time periods, drill down to demographics, filter any criteria, and choose any indicator without relying on programmers or Excel gurus.
Reporting from multiple data sources (ex.: telephone, sales, WFM, quality etc), for multiple locations, for multiple business units in one place. Amalgamated and roll-up summaries at every level of the organization.
Multilingual - Users can change to the language of their choice, for both the interface and the reports, on-the-fly – English, Spanish and French. (Other languages can be added)
Coach the coaches - Smart call center reports provide more than just the opportunity for supervisors to evaluate and coach their agents, but managers can evaluate their supervisors, and senior managers can evaluate their managers and so on, all the way up to the top of your organization.

Customizable demographics - Smart reports will not only tell you when someone is or isn’t meeting their goals, but it will also tell you, for example, that agents with the same years of service, or the same schedule or who had the same training, are not meeting their objectives. Custom demographics bring a new level of insight to your decision-makers.
A Call Center Reporting Software that you can Trust - Are you looking for a reporting solution that will allow you more insight from your multiple data sources and run your business more efficiently? The Reporting Engine has the answer. The cloud-based call center analytic software starts off as a sophisticated tool for optimized queries and innovative databases.
Business operations move faster when analysts do not need to program. The Reporting Engine makes business intelligence dashboards more understandable to your staff and eliminates the need for programmers. Allow your managers to gain more insight in less than half the time just three mouse clicks.

Why Spend So Much To Get Answers?

Dependence on Developers

Some contact centers revert to hiring a team of professional developers to create reports.
In addition to being expensive, this creates a dependence that grows to unhealthy proportions.
Who has not been frustrated when needing a new report, or simply requiring a small modification to an existing report?

Dependence on Excel Gurus

Many companies rely solely on the most widely used BI tool, the Excel spreadsheet.
While Excel offers many useful features such as graphs, charts, and pivot tables which assist in decision-making, it doesn't scale to your business. Also, compiling data from multiple databases is time-consuming, labour intensive and is prone to errors.

Collecting vs. Analyzing

Many companies unwillingly end up spending more time collecting data, compiling, and distributing reports than they spend in quality analysis.
This inevitably leads to delays in reaching the right decisions, weakening rather than strengthening their position in their market.
Timely decisions are key to delivering value to customers.

Your Reports Shelf-life

When reports are obsolete decision-making takes a huge hit. The cost of revamping, refitting, and reformatting reports to accommodate changes is rapidly mounting. The 'growth' rate is alarming. Companies are caught in a money pit. 'Damned if you do, and damned if you don't'.

6 More Reasons for Choosing the Reporting Engine

Multi-Tenancy: we use multi-tenancy architecture. Multi-tenancy means that customers have their own unique and isolated space where we keep the data and run the application. In other words, each customer has a separate database environment that is not accessible to other customers. This feature guarantees that your company’s data is secure.
API Provisioning: we provide API analytics that connect with your Private Branch Exchange (PBX), or any other data source within your organization. If we do not have an API for your specific needs, we can develop one for your company within a matter of days.
White Label: we can embed our application directly into your existing application. We are familiar with the “white label” process and have the technology and know-how to customize and integrate our system into yours. We can customize our software to meet your needs.

Single Sign-On (SSO): we offer single sign-on, a feature that allows users access control of multiple separate but connected software systems. With this property, your employees can log in with their unique user identification and password to gain access to any of several associated systems. When your employee logs into your system, they are simultaneously logged into ours.
Data Storage Locations: our data centers provide data storage according to your location and preference. If you are located in Canada and prefer to store your data in Canada, then we will store it in Canada. The same goes for customers in the United States, the UK, and anywhere that you conduct business. Your data gets stored in a location of your choice.
General Data Protection Regulation (GDPR) Compliance: our data centers are GDPR compliant. The General Data Protection Regulation 2016/679 is a regulation in EU law on data protection and privacy in the European Union and the European Economic Area. It also addresses the transfer of personal data outside the EU and EEA areas. Feel free to request a PDF for additional information about this vital security feature.

TIME FOR A BETTER ROI

Reduce these costly dependencies, and get your money's worth.
Redirect your developers' efforts towards vital tasks.
Leverage your business analysts' other talents.

Features & Benefits