November 05, 2019 by Matt Beatty

Custom Genesys Cloud Reports Simplified: Brightmetrics is a Premium App!

It's easier than ever to create custom reports on Genesys Cloud! The Genesys Cloud (PureCloud) scene is growing like crazy! They've continued to earn their place as a leader in the Contact Center as a Service (CCaaS). By the way, congrats to the Genesys team for leading again in the [...]
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IN Analytics / Updates / News / Data Analytics / Contact Center Insights / Dashboard / Contact Center Analytics / Genesys Phone Data / Data Analysis / Data Visualization / Product Development / PureCloud / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management

July 17, 2019 by Matt Beatty

Brightmetrics Release: Radiance Experience

Your Brilliant Customer Engagement Insights Delivered in a Visually Stunning and Intuitively Flexible Way… If you’re a customer with Brightmetrics, you know that we’ve been serving up valuable insights into how your team is delivering service and care in their connected moments with your [...]
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IN Analytics / Brightmetrics / Updates / News / Data Analytics / Radiance / Insights / Product Release / New Features / User Interface / Data Analysis / Product Development / Business Intelligence

April 25, 2019 by Matt Beatty

Customize My Data

When it comes to the insights you need to run your business, one size doesn’t necessarily fit all. Sure, your business phone system or contact center platform might have a ton of basic metrics that help you make data-driven decisions, but the way that data is presented doesn't always make [...]
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IN Analytics / Updates / Data Analytics / Genesys Phone Data / Call Center Tricks / Data Analysis / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Business Decisions / Contact Center Management / Contact Center

January 31, 2019 by Matt Beatty

What's the Difference between a KPI and a KRI?

When it comes to contact centers and data, most everyone knows what a Key Performance Indicator (KPI) is.
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IN Analytics / Brightmetrics / Updates / Data Analytics / Metrics / KPI / Data Analysis / Business Intelligence / Business Decisions / Call Center Data / KRI

December 04, 2018 by Matt Beatty

New Year, New Agent Goals

As the end of the year approaches, right now is the perfect time to thoroughly and thoughtfully think about new year’s goals. Some people like to focus on personal goals. You might be interested in checking Instagram 16 instead of 20 times a day, or starting an intense yoga class at 5 am, [...]
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IN Analytics / Updates / Data Analytics / Genesys Phone Data / Call Center Tricks / Data Analysis / On Demand Reporting / Data Visualization / Call Center / Mitel Phone Data / Business Intelligence / Business Decisions / Contact Center Management / Contact Center

September 24, 2018 by Matt Beatty

Reflections on the Rise of AI in Customer Experience

Regardless of whether you’re a Millennial that’s grown up acclimated to Siri ordering your Starbucks for you, or if you’re like me and grew up with some (healthy) suspicion of Skynet, the reality is that AI is busting into the customer experience scene. What's more, it is also likely [...]
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IN Brightmetrics / Updates / Collecting Data / Contact Center Insights / Contact Center Analytics / Data Analysis / Discussion / Call Center / Call Center Analytics / Content

April 05, 2018 by Matt Beatty

ECC Insights - Who Does It Better?

Here’s our newest video that showcases everything we can do for users of the Enterprise Contact Center and why ECC users need more than what ShoreTel delivers in their native reporting and even their add-on applications.  
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IN Analytics / Brightmetrics / Updates / Data Analytics / Dashboard / Data Analysis / Data Visualization / ShoreTel Phone Data / Business Intelligence / Business Decisions / Call Center Analytics / Call Center Data

January 18, 2018 by Matt Beatty

Spotlight on Healthcare: Understand Customer Needs with Brightmetrics

Golden Valley Health Care (GVHC) is an organization that provides healthcare to a California-based population of underprivileged patients. Their typical customer is someone who has limited access to treatment so the telephone communication they use for internal and external engagement is [...]
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IN Analytics / Customer Satisfaction / Call Center Tricks / Data Analysis / Customers / Data Visualization / Business Intelligence / Customer Needs / Business Decisions / Call Center Data / Call Center Management / Agent Performance

December 07, 2017 by brightmetrics2

Brightmetrics: What Does That Field Mean?

 
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IN Brightmetrics / Data Analytics / Dashboard / Data Tracking / Data Analysis / Data Visualization / Call Center Analytics / Content / Context

October 26, 2017 by Brightmetrics Team

Why You Need Analytics for Your Mitel (ShoreTel) Phone, Not Just Reporting

 “What is the difference between reporting and analytics?” That’s one of the most common questions we field here at Brightmetrics. It’s a difficult question to answer because of the overlap between data and analytics. The way we look at it, reporting is a subset of analytics. You can’t [...]
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IN Analytics / Brightmetrics / Data / Data Analysis / Data Visualization / Business Intelligence / Business Decisions / Call Center Analytics / Call Center Data / Call Center Management

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