In real-time, using sentiment analysis on your phone calls & conversations, find out which customers are not satisfied with your service & take appropriate measures to reach out to the customers. Identify and track trends and common issues about your customer conversations.
Manage operations with consolidated cross-channel reporting. Get a better sense of how you're doing by gaining visibility into tickets volume, agent performance, and other key support metrics across all channels.
Analyse team and user performance for response, resolution, and handle time. Track your agent's performance & find agents that are not completing tasks within specified SLAs.
Track status of workflows or approvals & know the SLA performance of all approval requests. In real-time, know how many requests are at which process step of the workflow.
Track performance of your field service staff. Track absent agents, real-time location of agents & SLA performance of field staff.
Create custom BI reports & dashboards of any complexity as required by your business. Use the Round Infinity Report Builder to generate reports with aggregates, grouping, filters, relative dates, etc. Download report output to Excel & PDF. Drill down on data as required.
Round Infinity Customer Satisfaction feature allow to run surveys, gather feedback, analyse results, and take action to improve your Net Promoter Score. Track, in real-time, your Customer Satisfaction Score, Net Promoter Score, Customer Effort Score & Sentiment Analysis Score.
Measure success of your marketing campaigns. Optimize your marketing campaigns through insights gained from timely performance reports.
Schedule default and custom reports so that you can receive them in your inbox periodically.