Delivers unparalleled insights and reporting that enables contact centres to optimise their customer service performance. Greater efficiency, reduced AHT and improved customer satisfaction.
Our Data Analytics offer significant advantages over ‘after-the-event’ standard reporting. It provides immediate insights, enabling proactive decision-making based on the collection of event-level data.
Tracxion consolidates data from multiple systems into a single, synchronised feed. This unified view provides unparalleled visibility into agent activity and operational performance, even when agents use multiple applications during their shifts.
Tracxion blends real-time and historic data to offer unique insights into operational performance, driving service improvements and reducing costs. It also provides a reliable real-time data feed to any leading enterprise reporting solution, ensuring seamless integration and comprehensive reporting.
Managers can provide immediate feedback and coaching to agents based on live performance data. This timely intervention empowers agents to improve their skills and handle customer interactions more effectively.
Tracxion can provide real-time data feeds into Microsoft PowerBI, Zoho, Google Looker, Qlik, and many others.
In today's complex world of omni-channel customer service, many reporting solutions fail to accurately ‘stitch’ together customer contact. This leads to inaccurate decisions being made about how best to structure and deliver customer service and leads to inefficiencies in workforce management.
Tracxion Data Analytics provides a single view of all customer interaction allowing organisations to track customer contact from multiple platforms to surface failures such as channel containment, channel hop and repeat callers who did not receive 1st contact resolution.