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Best contact center analytics platform for Genesys Cloud

Customer Experience Insights is a powerful contact center analytics platform that helps businesses optimize performance and improve customer experience. With prebuilt IVR reports, real-time call center analytics, flexible data collection, customizable retention, and roles-based security, it ensures accurate and secure insights. The platform enables ad-hoc and scheduled reporting, traces complete customer journeys, and provides contextual call data with session-level tracking, making contact center analytics smarter and more actionable.

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Best contact center analytics platform for Genesys Cloud

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  1. IVR Analytics CXi - Customer Experience Insights www.pointel.com

  2. The Power of Pointel CXi : Pointel CXi isn’t just another analytics tool—it’s a central hub for decision-making. Here’s how it transforms contact center operations: • Unified Insights • Proactive Alerts • Root Cause Analysis • Customizable Dashboards www.pointel.com

  3. Unified Insights : CXi pulls data from multiple contact center systems—Genesys, CRM platforms, ticketing tools—and consolidates it into intuitive dashboards. Managers and supervisors can track performance metrics in real-time and drill down into specific conversations or agent actions. Proactive Alerts : Set alerts for Service Level Agreement (SLA) breaches, call quality thresholds, or any business-specific trigger. CXi empowers your team to intervene before small issues snowball into customer complaints. www.pointel.com

  4. Root Cause Analysis : CXi doesn’t stop at “what.” It helps answer “why.” If CSAT scores drop, you can trace the drop back to specific agents, queues, or time frames. It enables intelligent, data-driven coaching. Customizable Dashboards : Every business is different. CXi offers customizable dashboards that let users monitor KPIs that matter most to their unique goals—be it call resolution time, first-contact resolution, or agent availability. www.pointel.com

  5. For more details : https://www.pointel.com/solutions/ivr-analytics/ pointel.solution@gmail.com 1941 Oak Tree Rd #104, Edison, New Jersey 08820, United States www.pointel.com www.pointel.com

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