August 06, 2020 by Matt Beatty

Brightmetrics™ Analytics and Dashboards Released for MiContact Center Business

  Whether you are a MiVoice Connect Contact Center (MCCC, previously ShoreTel ECC) customer looking at the migration path to MiContact Center, or you have been a longtime MiContact Center customer…
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IN Updates / News / Data Analytics / Reports / Contact Center Insights / Contact Center Manager / New Features / Customer Success / Product Development / Mitel Phone Data / ShoreTel Phone Data / Call Center Analytics / Call Center Data / Mitel

February 06, 2020 by Matt Beatty

Are QBRs Enough in the 2020s?

There has to be a better way to build trust through transparency with your customers, right? If you're waiting over 90 days to review your team's performance to Service Level Agreements (SLAs), then you're right. There is a better way.
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IN Analytics / Brightmetrics / Updates / Data Analytics / Data Visualization / Discussion / Business Intelligence

January 23, 2020 by Matt Beatty

Brightmetrics + Genesys Cloud 2020

Are you offering a simple point of contact for your organization, or are you crafting a complete experience?
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IN Cloud / Analytics / Brightmetrics / Genesys Cloud / Updates / News / Data Analytics

January 09, 2020 by Matt Beatty

The Top 3 Contact Center Metrics to Impact Customer Satisfaction Today

We have to admit, we feel a bit shocked when people tell us they are accessing all the insights they need from their phone system or contact center software’s native reporting tool.
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IN Analytics / Brightmetrics / Data Analytics / ShoreTel Reporting / Call Center Tricks / Data Visualization / Business Intelligence

December 18, 2019 by Matt Beatty

A Year in Review: 2019

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IN Analytics / Brightmetrics / Updates / News / Data Analytics / CEO / ShoreTel Reporting / New Features / User Interface / Customers / Discussion / Product Development / PureCloud

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

September 30, 2019 by Matt Beatty

Why Try The New Brightmetrics Radiance Experience?

The top 3 things you should be taking advantage of with our new user interface. We didn’t upgrade our user interface for us, we did it for you, the customer. And we want to make sure you’re getting the full experience of Radiance and all it has to offer.
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IN Analytics / Brightmetrics / Updates / Data Analytics / New Features / User Interface / Business Intelligence

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

July 12, 2019 by Matt Beatty

What's Your Threshold?

Thresholds, what are they and why do they matter to contact centers?
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IN Analytics / Brightmetrics / Data Analytics / Call Center Agent Performance / Agent Productivity / Thresholds / Customers / Data Visualization / Call Center / Business Intelligence / Business Decisions / Call Center Analytics / Content / Call Center Management / Agent Performance

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

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