Analytics for Contact Centers

8x8 Analytics for Contact Center empowers contact center managers with customizable reports that highlight the status of critical performance metrics, driving insights needed to optimize customer experiences.

Key benefits

  • Minimize effort in managing and monitoring your contact center with automatic identification of key trends or activities across employees, teams and customer behavior.
  • Define custom metrics that enable you to easily extract data specific to your needs to shorten the time and effort to identify and act on insights.
  • Act faster with instant, automatic notifications when any performance metric is off target for an instance or as a trending issue.
  • Easily customize reports to highlight specific focal areas, making it easy to see what is working and what needs adjustments to deliver a CX competitors can’t match.
  • Minimize effort in managing and monitoring your contact center with automatic identification of key trends or activities across employees, teams and customer behavior.
  • Define custom metrics that enable you to easily extract data specific to your needs to shorten the time and effort to identify and act on insights.
  • Act faster with instant, automatic notifications when any performance metric is off target for an instance or as a trending issue.
  • Easily customize reports to highlight specific focal areas, making it easy to see what is working and what needs adjustments to deliver a CX competitors can’t match.

Insights to drive your business

Customer Experience Analytics

Quickly identify opportunities for improving CX with advanced search and intuitive navigation from the big-picture to detailed insights.

Speech Analytics

Gain insight from every conversation with ease. Empower your contact center managers with actionable insights about their team’s performance, and ensure optimal customer experiences.

Analytics in Action

See the power of analytics in an optimized contact center.

Other related features

Omnichannel Routing

Stay ahead of changing customer expectations.

Workforce Engagement Management

Simplify scheduling and forecasting for optimum res