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Analytics For Great Customer Experience
Gain a competitive advantage by monitoring, analyzing, and measuring your call center’s performance. Start data-driven decisions with Cloudtalk.
Trusted by 230 companies worldwide
Improve your customer interactions
Do your callers complain about being on hold for too long, having to explain their problem to several different agents, or suffering a poor resolution time? Identify the pain points and turn them into opportunities. Using detailed call center analytics you can easily predict the high call volumes and ensure sufficient staffing levels and reduce wait times. Less stressed agents and happier customers.
Thanks to CloudTalk, we managed to greatly improve our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend.
Better agent training and evaluation
Analytics can help businesses analyze the performance of their most successful call center agents and use the data to modify their training plans. Using comprehensive analytics that keeps track of all customer interactions allows managers to measure performance objectively against agreed parameters.
Now we have charts and can change the way we see things. We can monitor and compare stats whenever we choose and this has helped us a lot. We can find discrepancies between our agents. If someone takes 1 call while their colleague takes 20 calls, we need to solve that and change the way we work.
Nelly Donnelly, Service Delivery Manager at Nokia
Make objective data-driven decisions
The best way to identify problem areas and design targeted initiatives for improvement is to track your KPIs. They encompass a broad range of call center performance areas related to business, customer service, and work processes. Take a closer look at how your call center is operating and put a spotlight on those areas that could do with a bit of extra attention.
Real-time Analytics: CloudTalk provides comprehensive analytics and reporting, enabling businesses to gain insights into call metrics, agent performance, and customer behavior. This data-driven approach can lead to better decision-making and process improvements.
Act on customer insights in a real-time
CloudTalk’s real-time dashboard feature allows you to track your KPI (key performance indicators) and improve inconsistent performance in a timely manner. Tracking real-time call center status allows you to make immediate informed decisions to increase your call center efficiency and improve customer satisfaction (e.g. transferring agents from a less busy call queue to a busier one).
I like the dashboard they provide because it gives you the control you need in order to analyze better the calls and have results. I also like the fact that the desktop app is a simulation of a mobile with the opportunity to make calls, view the call history, send and receive SMS, leave notes and best of all categorize the calls with the use of tags.
Iliana L., Head Of Operations at Coverholder
All important types of call center analytics
at one place
Our call center software displays real-time call center statistics and historical metrics since the day your CloudTalk account was opened. This can help your call center managers to increase the quality of services.
Speech analytics
Measure the tone and cadence of speakers’ voices on the phone, gleaning their mood and overall satisfaction with your customer service, among other things.
Desktop analytics
Allow managers to monitor their agent’s behavior on the computer. For example, they can track which applications an agent uses during work hours, which can be especially useful for managers of remote working teams.
Predictive analytics
Predictive tools allow call center agents to view a customer’s information before picking up the call. They help companies optimize their inbound and outbound call center efforts, and generally save agents a ton of time.
Emotional analytics
Effective tool for supervisors to give relevant feedback and make new suggestions for teamwork and working conditions. These tools are helpful in terms of coaching and one-on-one meetings with agents and improve your overall customer experience.
Text analytics
Analyze text passages, looking for keywords that shed light on the author’s motivation and intent. They’re beneficial for analyzing large swaths of text across social media platforms.
Plans worth every dollar
"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."
Nelly Donnelly Service Delivery Manager
See customer story
"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."
Yohann Bensadoun Global Supply Growth
See customer story
"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."
Frederico Lopes Head of Customer Service
See customer story
"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."
Elay Sasson Call Center Manager
See customer story
"CloudTalk’s AI has cut our call quality analysis from 2 hours to 20 minutes daily and reduced mis-targeted leads by 24%, allowing us to focus on strategic growth."
Sara Konickova Sales Ops Manager
See customer story
FAQs
How do free trials work?
Simply send us your contact information and we’ll get you set up with a free, no-strings-attached CloudTalk trial. You can start dialing immediately and enjoy our full range of features and integrations for two fun-filled weeks.
What are your outbound call prices?
Each package includes one standard local or toll-free number for free. Prices of outbound calls vary. Please contact us for more details.
Who is a user?
Users work for your company and communicate with your existing and potential customers. You can add or remove users at any time and in just a few clicks. Users are agents, supervisors, analysts, administrators, etc.
How often can I change my billing plan?
Plans billed annually can only upgrade to a higher tier plan (e.g. From Essential to Expert). It’s not possible to downgrade on annual billing.
How else can I use CloudTalk?
CloudTalk can be used in many different ways: for customer support, as a contact center, or simply as an all-in-one virtual phone system. Our solution is also perfect for companies operating different e-commerce platforms at the same time, as the ability to set up separate customer support channels can make all the difference.
What about data safety?
The safety of your data is our topmost priority. CloudTalk uses third-party data centers with industry-standard certifications (Tier III+ or IV, ISO 27001, PCI-DSS). All facilities include physical protection. Interface is accessed through an encrypted SSL connection. You can read more on our dedicated security page.
CloudTalk is a data-driven solution for exceptional customer experience and intelligence is a key part of it.
Schedule a demo today and find out for yourself.
