Contact centre analytics: relevant, easy to consume, actionable data

Drive measurable improvements and understand the customer experience across every channel. Improve decision-making capability at all levels and boost employee productivity and customer satisfaction with our contact centre analytics solutions in the cloud.

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Our contact centre analytics tools help you to:

  • Create a data-driven culture and improve the speed and outcome of decisions.
  • Give your staff the relevant information they need to make decisions.
  • Identify and target the actual drivers of business outcomes to create improvement.
  • Pinpoint improvement opportunities and understand which are likely to have the largest impact or happen most often.
  • Build accountability and a culture of continuous improvement.

...and more

Reporting and analytics tools to empower you

Route 101 supply you with the best analytics tools on the market, so you can be the business your customers want you to be

We can help with:

Build the best customer experience with the data and the analytics that matter

Understand how your customers interact with you with omnichannel analytics to pull information from every channel. Gain a live view of performance against SLAs and key metrics with real-time analytics. Easily identify areas for improvement to coach your agents and improve CSAT scores.

  • Analyse every customer interaction to get a complete view on where improvement is needed and what needs to be done.
  • Improve agent performance by identifying improvement opportunities personalised to individual agent needs.
  • Deliver more personalised, contextualised service to customers by understanding what frustrates them and what makes them happy.
  • Spot process adherence and compliance issues and mitigate risks

Actionable intelligence for everyone

Unlock the power of your data. Share information across your whole team to make it easy for everyone to access the insights that matter and improve your contact centre operations with real-time performance dashboards, business intelligence and customer feedback surveys.

What Our Contact Centre Customers Are Saying...

Unlock the customer service insights you need to act with confidence

Turn customer feedback into increased customer satisfaction with fast, simple surveys. Capture insights around customers, products, brand, and employee feedback and compare customer and agent perception on any interaction to ensure consistent support.

Learn more about Customer Insights

  • Benchmark data. Benchmark your contact centre data to identify areas for improvement.

  • Speech analytics. Use the power of AI to understand customer intent, automate call quality monitoring and improve the agent performance.

  • Sentiment analysis. Identify and act on customer sentiment through conversation tone and keywords.

Request a free, no obligation discovery call today

Our team can offer trustworthy advice around the most advanced customer and workforce engagement solutions and key strategies to adopt for delighted customers

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