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Which call center software has the best reporting features?
I want to switch out our call center software for something that is better integrated with our office systems, and offers better reporting features. Which call center has the best reporting features? How flexible are these features?
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2 Answers
One of the most important considerations is not only what can the reporting solution offer in terms of pre-defined reports, but also the ease of use for users to create their reports but allow for control of the calculations. Another key consideration is the ease of access to the database for use by BI techology to incorporate into a datawarehouse.
Reporting should also be only one of the considerations for selecting a new platform. You also need to consider items like what channels you support (inbound phone,email,chat, fax, mail, outbound phone, etc.), if you will also replace your WFO solution or reintegrate, hosted vs. premised based, etc.
Adam,
You should take a look at Aspect.com ... 35+ years of development of this contact centre solution should leave you with no gaps in the deliverable against your requirements.
Drop me a line if you need more info.
Richard
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