August 13, 2017 by Andrea Wagner

Solving Small Medium Business Problems With Your Mitel Phone Analytics

Running an SMB comes with unique challenges that are often overlooked by vendors designing solutions for larger scale. Take, for example, your business phone system. Your Mitel (ShoreTel) phone system is the most common point of contact for your customers. There are opportunities to [...]
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IN Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Insights / SMB / ShoreTel / Contact Center Manager / Call Center Metrics / ShoreTel Reporting / Customer Satisfaction / Data / Genesys / Phone Analytics / Small Medium Business / Business Intelligence / Call Center Data / Mitel / Contact Center / Call Center Optimization / Call Center Manager / UCaaS

June 23, 2017 by Michele Cuchra

Which 2 Metrics Can I Use For a Better Customer Experience Tomorrow?

Each contact center has its own programs, with goals and objectives set by the management, client, or other key stakeholders. While there are several key contact center metrics needed for a balanced perspective (i.e. customer satisfaction, first contact resolution, agent satisfaction, [...]
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IN Cloud Contact Center / Analytics / Brightmetrics / Genesys Cloud / Data Analytics / Enterprise Contact Center / Contact Center Analytics / Call Center Agent Performance / Call Center Metrics / Call Center Tricks / KPI / Agent Productivity / Customer Success / Data Visualization / Call Center / Small Medium Business / Enterprise Call Center / Business Intelligence / Call Center Analytics / Call Center Data / Mitel / Call Center Management / Call Centers / Contact Center / Call Center Optimization / Contact Center Reporting Solutions / Call Center Agent / Call Center Manager / Contact Center Team / Employee Experience / Customer Service Representative

January 24, 2017 by Matt Beatty

Make Informed In-the-Moment Decisions with REAL TIME Analytics™

“What gets managed gets improved.” – Peter Drucker This is a reality in all facets of business, and especially when it comes to the most common point of contact you have with your customers: your business phone system. Brightmetrics has two options for delivering those measurements: [...]
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IN Analytics / Brightmetrics / Data Analytics / CEO / Contact Center Manager / Employee Productivity / Customer Satisfaction / Customer Success / On Demand Reporting / Data Visualization / Call Center / Small Medium Business / Business Intelligence / Call Center Analytics / Mitel / Real Time Reporting / Call Center Optimization / Contact Center Reporting Solutions / UCaaS

March 08, 2011 by Andrew Gaskill

How Brightmetrics™ Handles Security in our SaaS Product

These days small to mid-sized businesses are turning more and more often to Software as a Service (Saas) or cloud solutions like Brightmetric's Executive Support System (ESS). When compared to in-house solutions, cloud solutions tend to be more cost-effective, quicker and easier to setup [...]
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IN Genesys Cloud / Collecting Data / Data Security / Dashboard / CEO / ShoreTel / ShoreTel Reporting / Data / Data Tracking / Phone Analytics / Privacy / Software Development / Data Visualization / Product Development / Small Medium Business / Call Center Analytics / Mitel / ShoreTel Contact Center Data / SaaS

May 18, 2010 by Jim Lewis

Welcome to Brightmetrics™

Many people know me from the last 11 years of my life as CEO of PlanIT Solutions. Being CEO at a successful IT solutions provider for that long means that I've gotten to know a lot of small and medium sized companies. Through that experience I've learned a lot about a wide variety of [...]
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IN Data Analytics / Contact Center Insights / CEO / ShoreTel / ShoreTel Reporting / Data / Software Development / Data Visualization / Mitel Phone Data / Small Medium Business / Call Center Data / ShoreTel Contact Center Data / Contact Center / UCaaS

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