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Contact Centre Reporting and Analytics Solutions

Access your key contact centre metrics from
a single cloud portal.  

  • Real-time and historical reporting 
  • Performance monitoring 
  • Contact centre management
  • Data-driven decisions to optimise CX
Enquire today
Improve visibility

Create custom reports for your specific needs.

Boost Agent Satisfaction

Align goals, increase performance and collaboration across your agents.

Optimise performance

Improve the efficiency of your contact centres.

Understand metrics

Analyse customer engagement to make informed, data-driven decisions to optimise your contact centre.

Empower contact centres to provide seamless customer experiences  

Get in-depth insight into the performance of your contact centres. Visualise opportunities for improvement, support your people, and get daily awareness into your call centre metrics. 

Reporting and analytics  

Good data creates informed decisions. Our contact-centre-as-a-service (CCaaS) solution makes it easy to access key metrics that reveal insights into your contact centre performance. It’s never been simpler to see everything you need from a single portal.  

Real-time reporting

Choose from 120 out-of-the-box reports or create custom reports tailored to the unique needs of your business. See important data in real-time, with flexible layout options, visualisations, dashboards, and wallboards.

KPI Dashboards

Motivate and inspire agents to achieve goals. Continuous feedback and performance transparency keep everyone in the loop about where performance stands and what they can improve on. Help your agents to remain engaged, whether they work remotely or in-office.

Supervisor functionality

Understand and action the data behind your contact centres. See omnichannel metrics, access scheduled reports, update lists automatically, and use sharing functionality (HTML, PDF, RTF, CSV).

Quality Assurance & Monitoring

Spend less time manually distinguishing areas of your contact centre that need attention. Automate reports and alerts and uncover behaviour patterns across channels, customers and agents.

Why Onecom?

Great customer experiences begin with an integrated, omnichannel contact centre that lets you interact in new ways. We bring our expertise in modern communications 
so you have the tools you need to delight your customers. 

We Help You Solve Problems

Solving customer issues faster builds loyalty. Increase your bottom line to drive more sales and revenue through dedicated a digital customer contact strategy.

We Keep You Focused on What Matters

Focus on your customers and let us worry about the tech. We bring you the contact centre innovations that will have the biggest impact on your success.

Simple, Manageable Support

Manage your customer service across all touchpoints, including voice, messaging, chat, social, email, and self-service from a single, cloud-based platform.

Customised for Your Organisation

Thanks to our OneCloud platform, we offer a scalable service. Simply scale up or down when needed, from capacity to levels of automation.

Access greater insights with contact centre analytics and reporting 

For contact centre performance to individual agents, see everything you need in a single cloud platform. Talk to our team today to begin finding new opportunities to improve call centre performance.