West Cloud Contact Pro offers actionable insight into contact centre performance with easy to configure real-time and historical reporting and dashboards available over the web. This means you spend less time looking for data and more time analysing it. West Cloud Contact Pro collects data across a myriad of different points, allowing for visibility of both real-time and historical reporting.
Cloud Contact Pro allows you to set up contact flows using waypoint reporting, tag points in the contact flow to then track, analyse stats and contact routes. For example:
No matter what your business goal, waypoint tracking gives you a greater understanding of where customers go in the contact flow, so you can respond to changing customer behaviours in real-time.
We understand how important real-time and historical reporting and performance metrics are to the successful operation of contact centres. Finding the right statistics can be the difference between meeting customer expectations or missing the mark entirely. West Cloud Contact Pro collects data across a myriad of different points, allowing point and click access to both real-time and historical reporting over the web - anytime and anywhere. Our easy to configure, browser-based dashboards allow you to quickly access KPIs and team performance so that you can react in real-time.
Workforce Management builds on historical data captured by Cloud Contact Pro to forecast future demand so that you can meet expected service levels, build agent schedules, and plan around holidays, training, or other special events that alter normal call patterns.
Cloud Contact Pro ensures continuous improvement and the ability for supervisors to track agent and team performance in real-time - fundamental in running a responsive, agile contact centre:
"Our approach to business is to provide world-class customer service. In my experience, West meets that standard as well.”
- Joe Victorino, EDI Manager, Capario