Contact Center Analytics
Consulting Services
for AI-Powered CX
Proudly Serving These Innovators
Contact Center Analytics Built for Every Part of the Business
Connect customer, agent, and service data to improve contact center performance.
Customer Experience
Track CSAT, NPS, customer effort, complaints, and repeat contact patterns to understand where customer experience needs improvement.
Agent Performance
Measure agent productivity, call quality, resolution rates, hold time, transfer rate, and training needs across teams and locations.
Call Flow and IVR
Identify IVR drop-offs, long wait times, repeated transfers, and call routing issues that create delays for customers.
Workforce and Capacity
Forecast call volume, track peak hours, monitor staffing gaps, and help managers plan agent availability better.
Emotion and Sentiment Detection
Analyze customer tone, emotion, frustration, and satisfaction signals across calls, chats, and support interactions.
Customer Issue Resolution
Track first call resolution, repeat calls, escalation reasons, and issue categories to improve service speed and reduce customer frustration.
Modernize Contact Center Operations with Dataplatr's Analytics
Contact Center Data Strategy
Define the right analytics roadmap for your contact center across customer experience, agent performance, service quality, workforce planning, and leadership reporting.
Data Integration and Automation
Bring data from calls, chats, emails, IVR, CRM, telephony, ticketing, QA, and workforce tools into one trusted analytics layer.
Dashboard and Reporting Automation
Replace manual reports with simple dashboards for call volume, agent performance, customer satisfaction, service levels, and resolution trends.
AI-Powered Insights
Use AI to analyze call transcripts, detect sentiment, identify customer intent, summarize interactions, and uncover coaching opportunities.
Predictive Contact Center Analytics
Forecast call volume, predict escalation risks, identify repeat contact patterns, and detect service issues before they impact customers.
Managed Analytics Support
Get ongoing support to maintain dashboards, improve reports, add new KPIs, and scale analytics as your contact center grows.
Start with a Contact Center Analytics Pilot Program
- 2–4 week pilot engagement
- Use-case driven contact center implementation
- Measurable ROI before scaling
- Joint execution with Dataplatr analytics teams
How Generative AI Improves Contact Center Analytics
Generative AI helps contact centers turn calls, chats, tickets, and feedback into useful insights. It improves agent performance, customer experience, and operational efficiency.
Personalized Agent Coaching
- AI analyzes agent conversations and identifies improvement areas. It also highlights top-performing behaviors that can be used to train the wider team.
Knowledge Optimization
- AI learns from past interactions, FAQs, and support tickets to keep knowledge bases updated. This helps agents find the right answers faster and reduce escalations.
Script Generation
- AI creates better call scripts based on customer behavior, feedback, and successful conversations. This helps agents move away from one-size-fits-all scripts.
Sentiment Analysis
- AI detects customer emotions across calls, chats, and messages. This helps teams understand customer frustration, satisfaction, and service quality.
Call Summarization
- AI automatically summarizes customer conversations after each interaction. This reduces manual work for agents and helps teams maintain cleaner records.
Agent Assist
- AI suggests answers, next steps, and relevant knowledge articles during live conversations. This helps agents respond faster and handle complex queries with confidence.
Moving Beyond Traditional Metrics: What Your Contact Center Can Achieve Today
Modern Analytics-Enhanced Metrics
Net Promoter Score (NPS)
Customer Effort Score (CES)
Customer Satisfaction (CSAT)
Emotions and Sentiment Analysis
Ability to Predict and Improve Customer Outcomes
Insights into Agent Performance and Training Needs
Traditional Metrics
Average Time to Answer
First Call Resolution (FCR)
Call Transfer Rate
Average Handle Time
Cost per Call (CPC)
Average Hold Time
Our Proven Contact Center Analytics Framework
- Connect call, chat, CRM, ticketing, workforce, QA, and customer feedback data from multiple systems.
- Consolidate contact center data into one trusted platform for reporting, analytics, and AI use cases.
- Clean and organize raw interaction data by removing duplicates, fixing missing values, and standardizing formats.
- Analyze calls, chats, and customer interactions to understand customer needs, complaints, service gaps, and resolution patterns.
- Track KPIs like AHT, FCR, CSAT, agent productivity, escalation rate, and call volume trends.
- Use insights to improve agent performance, reduce manual reporting, lower escalations, and improve customer experience.
Our Clients
TTEC’s reporting struggled due to fragmented data in Oracle EBS and Hyperion, manual processes, and slow, error-prone cycles. Dataplatr merged both systems into an integrated financial model with GL, sub ledger, AR Aging, and Hyperion hierarchy. This enabled near-real-time insights and eliminated the need to access multiple systems.
OMAIR ISHAQ
GVP, TTEC
200+
Projects Completed
90%
Certified Data Professionals