Cloud Contact Center Reporting & Analytics

Discover the power of key performance data

Contact Center Data Analytics and Reports

AGGREGATE DATA INTO ACTIONABLE INSIGHTS

Where are your agents spending the majority of their time? What is your call abandon rate? Are your agents meeting the service levels? Now you can answer these questions and more with our Cloud Contact Center reporting tool. With hundreds of reports at your fingertips, you’ll have access to vital metrics, performance data, and other KPIs that you need to assess and review in order to make informed decisions.

INCREASE REVENUE

With Intelligent Skill-Based Routing, you will be able to provide a profitable customer experience every time. You will have the ability to quickly connect callers to agents with the best skills to help them, allowing you to maximize every revenue opportunity.

INCREASE CUSTOMER SATISFACTION & ENHANCE CUSTOMER LOYALTY

With over hundreds of reports at your disposal and the ability to create custom reports, you will be able to get a 360-degree view of your customer interactions and determine why your customers are contacting you. This valuable information will allow you to predict customer behavior and plan accordingly, resulting in increased customer satisfaction and loyalty.

IMPROVE AGENT PRODUCTIVITY

Increase your agents’ ability to provide first-call resolution by ensuring that every agent is following best practices for resolving any customer issue using our flexible workflow agent scripting tools. More productive agents mean you can serve your customer more efficiently and reduce costs.

ANALYTICS USE CASES

Standard Reports: Hundreds of standard reports ready for immediate use
Queue Reports: By the minute, hour, day, week, and more know your queue activity
Agent Reports: Improve performance and profits with agent reports
Call Tracking Reports: Details of every call handled
Billing Reports: Insight into the costs for all facets of the call center operations
Workforce Management Reports: Identify TRUE staffing requirements
Custom Reports: An extensive list of customizable reports for your specific needs

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In 1996, we established smplsolutions^® with a focus on delivering excellence in data networking and voice communication technologies. Since then, we have been committed to providing our customers with expert advice, advanced technical problem-solving, innovative engineering, ongoing maintenance/Help Desk, and the highest quality professional consulting services. As a one-stop partner, we offer cyber security, computer networking, vCIO and vCISO consulting services, cloud infrastructure and application hosting solutions, VoIP, backup and disaster recovery solutions, SD-WAN, video surveillance and access control, as well as fiber and low-voltage cabling. Our highly trained technicians, known as The Tech Team, are dedicated IT, VoIP, and cyber experts, always ready to assist you.

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Testimonials

Some kind words from our clients

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Dr Chris CarterPartner - South OC Pediatric Dentistry & Orthodontics
“I have been happy to have the Bigleaf system in my office. We were having trouble using multiple TV's, voice over IP, and the internet all at the same time. Bigleaf has helped solve that problem.”

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Jason BancroftDirector, Information Technology - Patrol One
“We use our phone service in our call center 24x7 / 365 days a year... we are very happy with smplVoice and prefer it over our previous solution. We appreciate all your team does for us, including data cloud backup and Internet aggregation.”

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T.C. EvansDirector of Information Technology - Linc Systems
“In 2018 we took Spectrum VoIP and smplVoice toe-to-toe in feature & cost comparison and smplVoice won. We could not be happier with our decision, your onsite technicians, VoIP service and customer service have been exemplary.”

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Kathy LammThe Lamm Agency | Farmers Insurance
“I've spoken to nearly all your team members and everyone is very professional and helpful. I appreciate all the ongoing support and look forward to expanding your services as our business grows.”

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Robert MaslacCEO - Risk Management Group
“The Tech Team™ is a great group of people. They are patient and they are very helpful. Over the last decade, they have really become a part of the Risk Management Group Family.”

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Rosella LocatelliCMO - Ferrari of Beverly Hills
“Your company provides quality solutions quickly, which has helped our locations communicate and run smoothly. Thank you for your qualitative services.”

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Donna BawolskiHR Manager | Bandai America
“I would like to take this opportunity to thank you for all the assistance you and your staff have provided to me over the past 2 and 1/2 years. Everyone at smplsolutions has been and continues to be helpful and prompt..”

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Tami WilliamsVP, Distributor Sales & Marketing | Williams Furnace Company
“Toshiba’s IPedge is a reliable, high-quality IP business telephone system that is affordable, feature- rich and empowers us to provide a higher level of customer service. Toshiba and smplsolutions have exceeded our expectations”

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Steve7 For All Mankind
“We appreciate the friendly and willing help we've received from your team over the years and we're glad we signed up for the full smplsolutions package. The support has been great.”

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