Business Intelligence Analytics: Empower Your Contact Center with Data-Driven Insights

In today’s competitive business landscape, analytics must be at the heart of every decision you make. QEval’s Business Intelligence (BI) Analytics platform empowers contact centers with cutting-edge tools to transform raw data into actionable insights, driving performance and customer satisfaction to new heights.

The Results

From Insights to Outcomes

100%

Information in One Single Solution

70%

Improvement in Strategic Decision-Making

80%

Increase in Contact Center Efficiency

360° Intelligence: Your Contact Center’s Command Center

Comprehensive Business Intelligence at your fingertips

QEval’s Business Intelligence Analytics is more than just software—it’s a transformative approach to understanding and optimizing your contact center operations. By harnessing the power of AI-driven analytics, we provide enterprises with surgical insights into customer behaviors across every touchpoint of their journey.

With QEval, contact centers can revolutionize their approach to performance management. By providing deep, accurate, and timely insights into every customer interaction, it empowers you to make data-driven decisions that truly resonate with your operational needs and customer expectations. This level of understanding and responsiveness can significantly enhance agent performance, reduce inefficiencies, and ultimately drive sustainable business growth.

Transforming Complexity into Clarity

Why Choose QEval for Business Intelligence Analytics?

QEval’s advanced BI analytics empowers you with the technology you need to gain actionable insights into your contact center’s performance, customer needs, and operational efficiency. With comprehensive data integration and real-time analytics, brands can monitor and assess the quality of customer interactions, ensuring that your team meets the highest customer service standards. QEval easily tracks, analyzes, and notifies key performance metrics in real-time, allowing for timely guidance, interventions, and performance improvement.

Strategic Decision-Making Support

By harnessing real-time analytics, predictive modeling, and customizable dashboards tailored specifically for the nuances of contact center management, leaders can:

Correlate QA scores with team performance metrics for targeted improvements.
Identify training needs and coaching opportunities based on data-driven insights.
Make informed decisions on resource allocation and process improvements.
Track the impact of strategic changes on customer satisfaction and business outcomes.

Optimizing Customer Engagement for A Global Drug Manufacturer

A global drug manufacturer sought to enhance its customer engagement strategy, facing significant challenges in accuracy and customer satisfaction.
They faced main 2 challenges:
1.Subpar output accuracy after one year
2.Increasing customer effort leading to negative sentiment
The solution involved:

Resolved gaps in agent training to reduce escalations.
Optimized fraud detection processes.
Recommended optimum call flow.
Shared best practices.

This targeted agent performance management improved customer engagement through enhanced agent performance and streamlined processes.

Optimizing Customer Engagement for A Global Drug Manufacturer

45%

Reduction in Escalations

48%

Improvement in Voice of Customer Analytics

26%

Improvement in Critical Behaviors

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Transforming People, Process, and Technology VOC Insights for a leading Automotive Company

A global automotive company sought to enhance its customer engagement strategy, facing significant challenges in understanding customer sentiment and satisfaction.
They faced two main challenges:
1.Low VOC Index Score compared to industry benchmark
2.High instances of agents feeling powerless to help or uncertain
The solution involved:

Improve agent training on empathy and providing assurance
Enhance agent knowledge to reduce uncertainty and powerlessness
Optimize call flow to reduce hold times and transfers
Implement stronger compliance measures for customer verification

This comprehensive analysis provides a foundation for targeted improvements in agent performance, customer satisfaction, and overall operational efficiency in the company’s customer engagement strategy.

Transforming People, Process, and Technology VOC Insights for a leading Automotive Company

52%

Improvement in Agent Quality Score

70%

Calls Concluded within 6 Minutes

28%

Improvement in Positive Sentiments

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Amplifying Conversion and Capacity in Healthcare with Conversational Intelligence

A healthcare organization aimed to amplify conversion rates and capacity using conversational intelligence.
They faced three main challenges:
1.Low plan enrollment due to gaps in agent training
2.Agents not pitching ancillary products
3.Long agent response times for customer queries

The solution involved:

Identifying agent knowledge gaps.
Determining causes of high response times and call avoidance.
Providing data-driven recommendations for performance improvement.

This approach targeted enhanced conversational effectiveness to boost enrollment and operational efficiency.

Amplifying Conversion and Capacity in Healthcare with Conversational Intelligence

22%

Improvement in Critical Behaviors

20%

Improvement in Ancillary Products

16%

Improvement in Conversion Rate

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Contact Center Capacity | Supercharging Customer Engagement For A Leading Telecommunication Provider

A leading telecommunication provider sought to improve customer engagement by naddressing two main issues: difficulties with bill payment and declining customer retention. To tackle these problems, the company implemented a three-pronged approach. They first identified communication and language issues, then analyzed their retention offers, and finally conducted a detailed examination of billing issues. These steps were aimed at enhancing the customer experience and increasing loyalty.