UC Analytics and Reporting

USING BRIGHTMETRICS BUSINESS INTELLIGENCE TO IMPROVE CUSTOMER EXPERIENCE

Brightmetric allows you to gather and analyze data that your ShoreTel system collects. You can use this data to gain insights into a wide range of business information. Brightmetrics could become the most valuable information resource you have today.

Business Intelligence Designed for Your Success

Brightmetrics offers business intelligence analytics that matter to the success of your company. We deliver the data necessary to help you make informed business decisions with the opportunity to manipulate that data to find what you are looking for. You can break down the data to help you understand how to optimize your customer satisfaction.

Greater User Experience (UX) Insights

When gathering useful data for determining your customers’ experience with your company, ask yourself the following questions:

  • Do you understand your customer’s experience when they contact your company?
  • Do they get to the right person quickly and on the first try?
  • Are they transferred unnecessarily?
  • How long do they wait on hold?
  • How long are they willing to wait?

With Brightmetrics, you can foster healthier customer relationships with your customers as you have a clearer understanding of their experience with your company.

Measure Your Employee Productivity

Brightmetrics allows you to dig more deeply into the data you retrieve from a top employee to identify what makes them an exceptional performer. You can also identify where other agents can improve to reach that top performance level.

4 Areas Where Brightmetrics Call Center Intelligence Can Help You Most

  • Customer Experience & Satisfaction
  • Staffing Needs
  • Employee Performance
  • Training Performance & Results

Brightmetrics and Data Security

Brightmetrics provides multiple levels of protection to make sure customer data is never vulnerable to unauthorized users. With Brightmetrics you can experience trusted security in four main areas of your infrastructure:

Hosting

Brightmetrics is powered by Microsoft’s Windows Azure. Microsoft’s Azure platform is ISO 27001, SAS70 Type II, and HIPAA certified. In addition, we protect customer data by encrypting it within our database. All identifiable text data are encrypted using 256-bit AES encryption1 – the same level of encryption required by the U.S. government.

Encrypted Data Storage

Your company’s data cannot be decrypted without a valid username and password. We do not store any user passwords in the clear or even with reversible encryption. We store only a one-way SHA-256 hash3 of each user’s password, which is sufficient to determine if the correct password has been provided when the user logs in but does not give anyone a way to determine the actual password itself.

Limited Data Storage

We do not store detailed call records, only summary aggregate data. We only retain the bare minimum that is required to provide our dashboard data and to run summary reports. Whenever you drill down through the charts to the individual call level or run a detail report, we are making a live query to the ShoreTel MySQL database to get that data and then sending the results to the browser.

Encrypted Transmissions

All data is encrypted with the highest level of SSL encryption available and has a 2048-bit Extended Validation (EV) SSL certificate, capable of 256-bit AES data encryption.