Contact center analytics
Looking to reduce cost of operations and increase customer satisfaction? Tap into your analytics to see where you can optimize agent performance. Book a product tour to see everything you can measure with the contact center analytics in Dialpad's AI-powered customer engagement platform!
What are contact center analytics?
Contact center analytics are a way of gathering data that covers the performance of every aspect of your operations. You don’t necessarily have to buy separate contact center or call center analytics software to get this data, which can include things like call volume, call duration, and other key performance indicators (KPIs).
Having these analytics is important for both large and growing contact centers, because it can give you crucial insights. For example, analyzing call center data can show you what customers are complaining about most, what they like about your products or services, and more!
Robust contact center analytics with Dialpad
General call analytics
From missed calls to abandoned calls, supervisors can get a clear overview of how the team is performing at all times, right inside Dialpad Support.
Dialpad Business Intelligence
With Dialpad, you can create customized reports using all of your contact center data and understand your business in new ways. Dialpad Business Intelligence offers a full featured BI tool on top of your Dialpad data, enabling advanced customizations and reports designed specifically for your business.
Heat maps
Beyond the dashboard, you can also see heatmaps that show call volume patterns and also average speed to answer. This way, contact center managers can see which days of the week are busier than others and schedule the workforce accordingly.
Real-time transcriptions
Dialpad's proprietary AI technology can transcribe calls—in real time—more accurately than Google. This means that not only can supervisors listen in on agents' calls, they can also read the running transcripts to get context, live, before deciding whether to jump in and help on calls.
Live sentiment analysis
Not only that, Dialpad Ai can also analyze sentiment of calls in real time, which helps managers and supervisors keep an eye on every active call more easily and spot challenging conversations more quickly.
IVR analytics
Customize your call routing and IVR menu options right in your online dashboard in minutes, and use Dialpad's analytics to see which menu options are being used by callers (and which aren't) to continually optimize your caller experience.
Robust compliance measures
Not only does Dialpad Support have stringent security and compliance standards, it also has APIs to allow for automatic disabling of call recordings in addition to in-meeting controls. Hosts can mute participants, remove unwanted guests, admit online attendees through a virtual waiting room, and more. Dialpad is used by organizations in highly regulated industries like healthcare, real estate, and education.
Advanced WEM capabilities
Need more robust call center workforce management and quality management features like forecasting, scheduling, and gamification? Dialpad's Playvox integration gives you that, pulling in data automatically to help you run your contact center at maximum efficiency, always.
Need better contact center analytics?
Book a demo to see how easy it is to monitor performance, coach agents, set up new agents, and more using Dialpad Support. Or, take a self-guided interactive tour of the app on your own first!
👉 Dialpad tip:
Don’t look at analytics in a vacuum. (For example, a high AHT combined with great first call resolution rates tells you there’s a story to dig into behind the numbers.)
👉 Dialpad tip:
Always use your CSAT score in conjunction with other performance metrics to track essential KPIs.
👉 Dialpad tip:
One neat thing that Dialpad Ai can do is identify the excessive use of filler words and the speed of speech on a call—and pop up an alert to tell the agent to speak more slowly, for instance. This kind of call center speech analytics can make your call center data much more actionable.
👉 Dialpad tip:
To get speech analytics in the first place, though, you’ll need some way of recording this speech—whether it’s through a call recording or transcript of the call.
An easier way to monitor contact center / call center analytics
Book a product tour to see the different ways in which Dialpad's AI-powered customer engagement platform can help your supervisors monitor large teams of agents more effectively while maintaining a high level of performance!