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 Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Call Center Agent Performance / ShoreTel / Contact Center Manager / Call Center Metrics / Call Center Tricks / New Features / Customer Success / On Demand Reporting / Data Visualization / Product Development / Mitel Phone Data / ShoreTel Phone Data / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / SaaS / Call Centers / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / CCaaS

August 03, 2020 by Amanda Davis

How Agent Scorecards Can Help a Distributed Contact Center

All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. [...]
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IN Cloud Contact Center / Brightmetrics / Genesys Cloud / Data Analytics / Radiance / Contact Center Insights / Dashboard / CEO / Call Center Agent Performance / Contact Center Manager / New Features / Genesys / User Interface / Agent Productivity / On Demand Reporting / Data Visualization / Business Intelligence / PureCloud / Mitel / Call Center Management / SaaS / Agent Performance / Call Center Staffing / Contact Center Management / Real Time Reporting / Contact Center / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Employee Experience / Employee Engagement / Agent Scorecard / Customer Service Representative

March 05, 2020 by Matt Beatty

Mitel Begins 2020 with an Exciting Kickoff and Fresh Mindset

A few weeks ago, our partners at Mitel kicked off their 2020 with a major focus on enabling their team and valued channel partners to take on the opportunities and challenges for the new year. The Mitel team serves one of the most extensive combined UC and Contact Center installation base [...]
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IN Analytics / Brightmetrics / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Customer Experience / Contact Center Manager / Call Center Metrics / ShoreTel Reporting / Customer Satisfaction / New Features / Customer Success / On Demand Reporting / Data Visualization / Call Center / Product Development / Mitel Phone Data / ShoreTel Phone Data / Call Center Analytics / Call Center Data / Mitel / Contact Center Management / Real Time Reporting / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Contact Center Team / Employee Experience

December 18, 2019 by Matt Beatty

A Year in Review: 2019

 
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Radiance / Dashboard / CEO / Call Center Agent Performance / Customer Experience / Contact Center Manager / Genesys Phone Data / Call Center Metrics / ShoreTel Reporting / New Features / Genesys / User Interface / Agent Productivity / Customer Success / Privacy / Software Development / On Demand Reporting / Data Visualization / Call Center / Product Development / Mitel Phone Data / Small Medium Business / Business Intelligence / PureCloud / Call Center Optimization / AppFoundry / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / CCaaS / Employee Experience / Gamification

November 05, 2019 by Matt Beatty

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 Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Radiance / Contact Center Insights / Email Reports / Dashboard / CEO / Contact Center Analytics / Contact Center Manager / Genesys Phone Data / New Features / Data Tracking / Genesys / Software Development / On Demand Reporting / Data Visualization / Call Center / Product Development / Small Medium Business / Business Intelligence / PureCloud / Call Center Analytics / Call Center Data / Call Center Management / Contact Center Management / Real Time Reporting / Call Center Optimization / AppFoundry / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team

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 / Genesys Cloud / Data Analytics / Enterprise Contact Center / Radiance / Dashboard / CEO / Contact Center Manager / New Features / Genesys / User Interface / Software Development / Data Visualization / Business Intelligence / PureCloud / Call Center Analytics / Call Center Data / Mitel / SaaS / Call Centers / Contact Center Management / Real Time Reporting / AppFoundry / Employee Experience

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 / Data Analytics / Enterprise Contact Center / Radiance / Contact Center Insights / Dashboard / Contact Center Manager / Genesys Phone Data / ShoreTel Reporting / Customer Satisfaction / New Features / Data / User Interface / Software Development / Data Visualization / Product Development / Mitel Phone Data / Business Intelligence / PureCloud / Mitel / Call Center Management / Contact Center Management / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / Contact Center Team / Employee Experience / Customer Service Representative

June 11, 2019 by Matt Beatty

Brightmetrics Genesys Cloud Analytics and REAL TIME Dashboard Services

It's been a little while since we've dropped something big, but it isn't because the Brightmetrics™ team has been working on our summer tans.
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / CEO / Contact Center Analytics / Contact Center Manager / Genesys Phone Data / Customer Satisfaction / New Features / Genesys / User Interface / Customer Success / On Demand Reporting / Data Visualization / Call Center / Product Development / Enterprise Call Center / Business Intelligence / PureCloud / Call Center Analytics / Call Center Management / Call Centers / Contact Center Management / Real Time Reporting / Call Center Optimization / AppFoundry / Contact Center Reporting Solutions / Call Center Manager / Contact Center Team / Employee Experience / Employee Engagement / Customer Service Representative

October 26, 2012 by Andrew Gaskill

Brightmetrics™ Call Party Activity

We've just released a major new data source for our Mitel (ShoreTel) Reporting and Data Analytics Services.   We are always playing a balance game with our service. On one hand, we want to keep the tool as easy to use and intuitive as possible. On the other hand, we want it to be, [...]
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IN Analytics / Brightmetrics / Data Analytics / Collecting Data / Email Reports / ShoreTel / ShoreTel Reporting / New Features / Data / Phone Analytics / On Demand Reporting / Data Visualization / Mitel Phone Data / Business Intelligence / Call Center Data / Mitel / Contact Center / Call Center Manager

August 27, 2012 by Andrew Gaskill

Set Default Sort Order for Mitel Reports

When you're running a report within Brightmetrics™ Mitel (ShoreTel) On-Demand Reporting, it's easy to run the report and click the column header on any column to sort the report by that value.   But when you are scheduling or emailing a report, users get the report in a PDF and there's no [...]
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IN Brightmetrics / Data Analytics / Contact Center Insights / Email Reports / New Features / Phone Analytics / On Demand Reporting / Product Development / Business Intelligence / Call Center Analytics / Mitel / ShoreTel Contact Center Data / Call Center Management / Contact Center Reporting Solutions

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