CALL REPORTING AND MANAGEMENT

Leverage call data insights to minimise call wait times, ensure swift routing to the appropriate department, and elevate the overall customer call experience. Enhance efficiency with robust call reporting and management.

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Call management software

The manner in which you communicate significantly influences customer retention and experience. Elevate customer service through comprehensive call data that is both presentable and reportable. Identify peak call periods, analyse call waiting times, leverage call analysis for informed decision-making, and utilise ‘Smart Missed Calls’ to meet customer expectations.

Our cloud-based call reporting and management software, powered by the award-winning technology from Akixi, equips you with the insights needed to drive process changes, enhance call handling, streamline inbound calls, and achieve greater organisational efficiencies.

One Saturday morning, following some out of hours test calls, one of the depots called me and said they were going through their ‘Smart Missed Calls’ list and then calling back to help with new enquiries or queries. Whilst it was a test call that this depot had spotted, it really showed the value the Akixi missed calls reporting was adding.

Work smarter with call analytics

There are many benefits that you will gain from greater insights into your call traffic and processes including:

Monitor real-time call traffic activity, enabling quick and dynamic responses to the evolving needs of your customers. Harness the power of call reporting and management for agile and responsive customer service.

Transform missed calls into revenue opportunities. Utilise call analytics to pinpoint areas or times where calls are missed, enabling you to address demand spikes and support proactive customer service by reaching out to lost customers.

Detect potential call routing issues to ensure seamless customer communications, thereby reducing drop-off rates and maintaining a high level of customer experience. Benefit from enhanced call reporting and management for improved operational efficiency.

Optimise your staffing levels to align with peak call times. Call analytics assist in identifying call trends across different departments, enabling you to strategically allocate staff to meet customer demands. This proactive approach reduces wait times and enhances the overall call experience.

Gain valuable insights into how your calls are handled with our call reporting software. Monitor call waiting times, call duration, inbound and outbound calls, as well as abandon call times for a comprehensive understanding of your call management processes.

Tailor your experience with fully customisable and branded dashboards. Showcase real-time call statistics, highlighting key performance indicators (KPIs), and keep your teams motivated with a personalised and informative display.

Driving customer value using communication and collaboration

Use your communications to set you apart from the competition. Deliver a greater customer experience, support your team’s productivity and create a highly available workforce.

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Call management capabilities

Our call reporting and management software delivers you:

Omnichannel contact analytics
Agent activity reporting and control
Wallboards
Real-time and historic contact reporting and analytics
Report API

Abandoned call recovery
Group and extension reporting
Trend analysis by timeframe
Team performance charts
Dashboard view

Why Redcentric call analytics

Get insights and work with a trusted team to understand your call analytics. We host your solution in our highly resilient and secure cloud, layering your call analytics on top of your Redcentric IP telephony or PSTN calling solution.

We get to know your business and what you’re looking to achieve. Our experience in understanding call analytics to design call flows and driving an increased call experience can be seen for organisations such as Howdens, Armstrong Watson and The Practice Group.

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Discover more about the capabilities and benefits of call management software, simply complete the form.

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The dashboard provides the ability to analyse the length of calls & length of time to answer calls, this information has supported the practice manager in adjusting the staff workflow and improving call answering, reducing call waiting time by 50%.

Victoria Health Centre