Telecommunications is an industry constantly faced with the need to please historically demanding customers, which is why the organizations that are succeeding in telco are finding ways to differentiate through customer experience. By utilizing the right tools and having access to the right data at the right time, telecom companies can improve their productivity, manage more interactions, properly resource and staff agents, and boost customer service quality.
How emite Supports the Telecommunications Industry
emite turns contact center data into actionable insights, helping telecommunications organizations improve customer experience (CX) and workforce management.
Omnichannel Reporting & Analytics
Keep up with mobile and digital and communication trends in your industry. Easily creating reports and analyze your contact center’s data across Chat, Voice, Email, and Callback.
Workforce Management
Agent performance insights from emite will help improve operational efficiency by ensuring that the right number of agents are staffed at the right time.
Ingest Multiple Data Sources
emite integrates with over 80 different technology platforms, enabling your company to pull in data from multiple sources into one single report.
Interaction Analytics & Sentiment Analysis
In addition to valuable operational analytics and agent performance data, sentiment analysis will allow your team to analyze customer experience on an entirely new level to improve agent-customer interactions.
Competitive Pricing
emite is dedicated to supporting the growth of the contact center industry and providing access to best-of-breed technology to contact center teams across the industries we serve.
Improved Agent Retention
Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. Access to real-time and historical agent performance data and sentiment analysis will help with agent retention and training.
Level-Up Your Contact Center Reporting
emite gives contact center managers full control over their data visualizations with powerful real-time dashboards and wallboards that are fully customizable. emite comes out-of-the box with standard KPIs but also allows users to completely customize their KPIs based on their unique data and needs.
- Visualize KPIs specific to the unique needs of your business and goals
- Make reporting easy and aligned to your specific KPIs
- Increase levels of productivity
- Improve operational efficiency
Integration with Third Party & In-House Apps
Telecommunications contact centers are some of the most complex in the world, with an average of 12 different technologies connected to a single enterprise environment. emite pulls in data from multiple sources, eliminating the need to log on to multiple tools like Salesforce, Zendesk, Google Sheets, Excel, or CSVs when creating a holistic performance report.
- Spend less time creating reports and more time analyzing the data
- Quickly and easily analyze agent performance to help with agent training and agent churn
- See current support & ticket statuses to ensure you have the right number of agents staffed
- Unlock insights into critical KPIs to paint a better picture of overall contact center performance
This immediate access to actionable data provides the type of real-time insights that allow contact center managers to make informed decisions faster.
Effectively Manage Remote Agents
Over the past year, nearly all industries across the world have had to quickly pivot to address a rapidly evolving economic environment and with a rise in calls and digital interactions from customers, the telecommunications sector needs to continue delivering reliable customer service while also adjusting to agents working from home.
Those companies with the tools and flexibility to make the necessary changes have an advantage – and the companies with the ability to effectively analyze contact center performance right now will continue to prevent customer churn and grow revenue by providing a high quality customer experience.
emite can help effectively manage a remote workforce by providing:
- Real-time operational and agent performance analytics
- Historical agent performance analytics
- Custom KPIs to pull in the data your team needs to analyze remote agent performance
- Sentiment analysis
- Gamification
- Automated Alerts
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FOR YOUR TELECOMMUNICATIONS COMPANY
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