Call Center Analytics Comparison

If you take the time to analyze what factors work together to formulate successful communication efforts within your business, you will likely unveil three commonalities: professionalism, relevance, and consistency.

Understanding the basics of great communication is valuable in all aspects of your business, but it is particularly empowering knowledge if your company relies on a contact center software to communicate with customers, address their questions or needs, and exceed their expectations.

Knowing the cornerstones of successful communication is vital to your business, but it can be challenging to accurately track manually and measure the impact of your call center communications and activities.

Instead, data about your call center performance and customer behavior can help position your company for continued growth and perpetually pleased customers.

For this reason, it is a smart decision to invest in a robust contact center solution complete with call center metrics, easy-to-use analytics, and reporting tools designed to support your success across multiple channels of customer interaction.

Most of the leading contact center solutions provide powerful analytics and reporting capabilities so that you can not only practice great communication and core principles within your business, but you can also measure and analyze your call center activities to continually grow and better serve your customers.

Good analytics programs can definitely contribute to the productivity and success of your call center. Here is a snapshot of the analytics offerings for three of the leading contact center software providers currently on the market.

Each solution supports the most cutting-edge technology in call center analytics, including tools and reporting centered around:

• Voice and Speech Analytics: Real-time call monitoring and analytics help drive customer satisfaction and efficiency through analyzing components of the call, including voice and speech patterns, to suggest scripts or offer custom solutions.
• Text Analytics: Review and monitor incoming and outgoing customer messages in text mediums such as email or social media to spot potential trouble or opportunities for improvement and growth.
• Desktop Analytics: Improve the overall customer experience through monitoring agent activities during customer service calls.
• Self-Service Analytics: Measure the success of self-service help modules or contact forms to determine if your customers are happy with a self-service option and getting the information they need.

Contact center solutions seem to be everywhere these days but what exactly should you be looking for when selecting one? We have summarized some of the key analytical features of three popular contact center vendors below. However, each solution also boasts different analytical advantages you should explore as you determine which contact center solution will suit your company the very best.

1.  Salesforce Cloud

Service Cloud provides full contact center solutions for an affordable monthly fee per user. Their solution features advanced contact center analytics that can help you measure and analyze your company’s communications from the inside out. The analytics in this platform support employee performance tracking, provide business-centered reports, and offer insight into various aspects of the customer experience through comprehensive customer analytics.

Service Cloud also offers an array of user-friendly reporting options for tracking and measuring different components of your contact center, including:

• Call Logging
• Monitoring
• Call Recording
• Scoring
• Database Administration
• Real-time reporting
• Automated Reporting
• Outbound Call Center Analytics

Service Cloud call center software solutions also offers its contact center analytics and tools in a cloud environment, making it a great selection if your company relies on a virtual call center

2.  Zendesk Talk

Using Zendesk Talk, call center operations can improve their efficiency and reduce their costs of operations. Using Zendesk, call center operations can improve their efficiency and reduce their costs of operations. Using Zendesk, call center operations can improve their efficiency and reduce their costs of operations.

Zandesk Talk also offers advanced reporting features like:

• Call Logging
• Monitoring
• Call Recording
• Database Administration
• Real-time reporting
• Automated Reporting
• Customer surveys
• Voice analytics

Additionally, Zandesk Talk offers a wide selection of outbound calling tools that can be tracked and measured through their analytics programs, such as:

• Auto dialers
• Chatbots
• Call list imports
• Campaign Management
• Outbound IVR
• Multichannel communications
• Multiple Initiative Management

Zandesk Talk also provides ample training for your team as part of their implementation support. 

3.  CXone

Hailed as the world’s #1 cloud customer experience platform, CXone helps organizations of all sizes be the first choice of customers, the first to innovate, and the first-choice employer.

Only CXone delivers one unified experience, on one cloud-native platform, with fast onboarding of new employees and capabilities, with embedded AI to keep your team one step ahead.

CXone transforms your call center software—empowering exceptional agent and customer experiences: every channel, every time. CXone is the first and only platform unifying best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation, and Artificial Intelligence—all built on an Open Cloud Foundation.

CXone’s advanced reporting features include:

• Call Logging
• Monitoring
• Call Recording
• Real-time analytics
• Ad hoc reporting
• Database Administration
• Automated Reporting

Data can be a powerful tool for your organization and the quantity and quality of data available can help take your business to the next level. The more freely data flows, the more likely it is to spark creativity and innovation within your company.

Your call center can provide information that can be integral to your business so it is important to select an option that will collect information and provide reports as part of the system. If not, you will have to hire a separate analytics team to make sense of why your call center software may not be performing as expected. The right call center solution and analytics can make your company more efficient and thus, more successful. 

As you consider which contact center software solution best fits your current business and customer service needs, you’ll want to consider the kind of information you need to continually improve your customer experience and grow your business as well.

Use our comparison tools for an in-depth explanation and assessment of all the features and tools as well as a comparison of top contact center solutions.