Comprehensive, cross-channel reporting and analytics are crucial for delivering critical customer and business insights.

Omnichannel Reporting

Contact centre metrics all in one place — for every channel, every co-worker and every location. Gain a holistic view of customer journeys to better meet service levels and exceed your customers’ expectations. Leverage call centre reporting software that’s focused on delivering information that your business can use to align employee engagement, optimise operations and provide a consistent customer experience.

KPI Insights

Monitor and analyse contact centre metrics to detect addressable service level anomalies. Improve the customer and employee experience by giving business users a full view into service level performance and tools to take timely action. Genesys KPI Insights monitors performance against service level goals and provides simple filtering, drill-down and custom reporting to address service issues.

Journey Tracking

Monitor customer journeys across all channels to enhance outcome prediction and reach your business goals. Apply machine learning, dynamic personas and outcome probabilities to identify the right moments for proactive engagement.