Empower Your Contact Center Operations with eGain Analytics Hub

eGain Virtual Assistant for Agents

Empower Your Contact Center Operations with eGain Analytics Hub

Gain 360-degree Insight into Customer Service Operations

The eGain Analytics Hub™ is the solution to the limitations caused by lack of visibility in optimizing contact center operations. By offering 360-degree insight, this platform enables you to manage your customer service operations more effectively. With heavy backlogs hindering quick implementation of necessary changes, eGain Analytics Hub provides the tools to measure, manage, and optimize your contact center operations seamlessly.

Streamlined Data Measurement and Management

The eGain Analytics Hub makes it effortless to measure and manage omnichannel contact center operations without the need for constant IT involvement. It allows users to create informative reports, visually appealing data visualizations, and customizable dashboards. This platform takes optimization to the next level by offering the flexibility to analyze data in various ways, catering to specific operational needs.

Detailed Analytics Capabilities

The eGain Analytics Hub offers a range of analytics solutions tailored for different aspects of customer service and engagement. From Contact Center Analytics™ for real-time performance management to Digital Analytics™ for measuring digital customer engagement, this platform provides essential insights. Additionally, Knowledge+AI Analytics™ optimizes AI solutions, Unified Communications Analytics™ tracks non-contact center activities, and IVR Analytics™ monitors IVR self-service experiences.

Enhanced Visibility and Performance Monitoring

With 360-degree visibility, eGain Analytics Hub allows you to measure performance across agents, queues, inquiry types, and channels. This platform provides a highly flexible report builder that enables grouping, sorting, and analysis of data from various business hierarchies. Supervisors can monitor team performance, contact center managers have an overview of operational metrics, and knowledge managers can track key knowledge-related insights for improved decision-making.

Real-time Operational Management

eGain Analytics Hub empowers real-time operational management within Cisco UCCE and other solutions. With the ability to make timely changes without deep technical knowledge, this platform allows for managing resources, agent performance, call routing, and more. Its personalized interface ensures ease of monitoring and intervention, facilitating data-driven decisions for enhanced customer service.

User-friendly Interface and Reporting

The Analytics Hub offers a user-friendly interface that enables users to create, share, and refine reports effortlessly. With a 6-step wizard, users can customize reports, dashboards, and management tools without requiring IT or database skills. This platform allows each user to build personalized dashboards and desktops, offering role-based access control for data confidentiality and intuitive data visualization.

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