Despite a growing number of advanced features available for the modern contact centre, reporting continues to be one of the most crucial concerns for any business. The ability to dive into the inner workings of each conversation with a client or evaluate an agent’s performance is essential. After all, it’s only with that behind-the-scenes information that companies can make meaningful decisions to transform their operations.
Akixi has been one of the leading companies in the reporting environment for a number of years now. The brand was the first in the UK to offer cloud-focused analytics for VoIP and PBX environments, and it’s consistently adding new functionality to its portfolio. Today, we’re going to take a closer look at what companies can do with Akixi Reporting.
Akixi Reporting Review: Features
As an award-winning company in the call and contact centre analytics environment, Akixi excels at delivering unprecedented overviews of your communication system. With products refined to suit different kinds of companies, Akixi ensures that it has something for everyone. For instance, there are four reporting solutions available from Akixi, including:
- Akixi Lite: The basic cradle-to-crave reporting solution with historic call and contact lists
- Akixi 1000: The reporting system that includes wallboard access, an active call/contact list and trunk interface list
- Akixi 2000: An advanced system featuring Hunt groups, agent reporting and control, and call/contact items by account code
- Akixi 3000: The full reporting suite, complete with omni-channel statistics, and all of the business insights you can think of
No matter which Akixi service you choose, you can rest assured that the company’s cloud-based reporting solutions will deliver an immersive overview into how your processes are working, and what you can do to make them more efficient. Some of the features available across the various Akixi service levels include:
- Call/contact items by half hour, day, week, month, and telephone ID
- Unreturned lost calls lists
- Extension and trunk interface lists
- Wallboard connectivity
- Hunt group lists
- External content connections via URLS
- ACD/DND Activity logs
- Cradle-to-Grave call visibility
- Real-time analytics
- Mobile app access
- Abandoned call recovery
- Call control
- BLF (Busy Lamp Field) view
- Monitoring for extension activity
- Alarms for performance metrics
- Chart and list views
- Financial statistics
- Analysis by hunt group
- Agent reporting and control
- Omni-channel analytics and panels
Companies can also access call recording as an optional bolt-on, to help them get more information out of their data over time, or adhere to compliance guidelines.
Akixi Reporting Review: Benefits
Akixi’s reporting platform is designed to give you the information that you need about how your business operates, so you can strategically improve performance and boost productivity. The software ensures that all discussions are logged accurately and instantly, allowing companies to watch over where calls were received, as well where they came from, and even how long customers were on hold.
With such an in-depth reporting solution, businesses can easily diagnose and understand call routing issues, and investigate the problems that could be reducing customer satisfaction. You can take snapshots of reporting screens, immediately create and view different report formats, and even implement device filters to determine which information you’re going to see at any given time. Benefits include:
- Access to real, valuable data: Akixi’s reporting solutions allow you to see for yourself how many opportunities your company is taking advantage of, and how many you’re missing. For instance, interval reports can show you exactly when you’re getting the most calls, so you know how to adapt your staffing. There are over 400 statistics to tap into
- Customisable reports: Because every business has different needs when it comes to the information that they need to track, Akixi allows you to adjust your list of pre-defined reports with configurations that are unique to you. You can even create and customise reports according to specific dates and times
- Watch information grow historically, or in real-time: Depending on the information that you need, you can dive into historical information, or see what’s happening in your company right now. Access to wallboard integrations means that you can even add an element of gamification to your workplace by highlighting the highest performing agents
- Schedule reports: With scheduling, you can stop worrying about when you need to run reports. Scheduling means that you can run your analytics at any time that you specify – even if your users aren’t logged in. Once the information is properly configured, it can be emailed to you so you can decide what to do next
- Omni-channel analytics: With Akixi 3000, you can tap into cross-channel analytics when engaging with your customers across multiple platforms. As businesses go beyond the call centre to connect with clients through everything from messaging to social media, this new technology is a must-have
- Call control: With certain real-time reports, you can tap into call control when the solution is enabled by the service provider. This allows Akixi to mimic the functionality of your underlying call control platform
The Power of Logging Calls from Beginning to End
Akixi’s reporting solutions provide businesses with all the benefits that come from having a complete overview of their business. When you can log and understand interactions from start to finish, you get a better understanding of the customer journey and how your organisation operates. What’s more, with Akixi reporting, you can begin to put strategies in place that will allow you to access the kind of customer experiences that set you apart from your competition.
From seeing exactly how many enquiries you might be missing, to determining how long callers remain on hold when they contact your business, there are endless ways to learn and improve. As the world continues to strive to achieve the ultimate contact centre experience, Akixi is giving businesses the insights that they need to maintain a complete birds-eye view of what’s going on with every customer interaction.
With call-recording add-ons to consider too, it’s one of the most immersive reporting solutions you’ll find in the industry today, and it’s configurable to suit virtually any kind of business.
