The Company Summary and Service Quality dashboards, for example, feature a horizontal ribbon menu of key numerical stats along the top, with graphs and charts underneath, and then further selectable lists or other graphics below that. While the dashboards vary according to which Analytics version you are using (see below), there is a consistent design and layout to them. How Does It Look?Ĩ×8 Virtual Office Analytics – Essentials Screenshot UC Today is a uniquely independent news and insight service for the UC industry in the UK and plays no role in the marketing or promotion of any particular brands or products.

Please bear in mind that the opinions contained in this review are those of the author only. In this review, we will unpick exactly what kind of business intelligence 8×8 customers can garner from the Virtual Office Analytics platform, how it works and how it rates for usability and features. As the reporting platform available as part of the service, Virtual Office Analytics is designed to provide centralised analytics for the kind of businesses the flexible Virtual Office system is aimed at – multi-site, multinational operations, those with distributed workforces and those which rely on mobile as much as they do on premises communications systems. Virtual Office is a market leader in the UCaaS phone system category, a cloud PBX solution offered as a hosted service. So 8×8 decided to provide its customers with these tools, bundling in a dedicated call intelligence application as part of its 8×8 Virtual Office suite. As the company goes on to say, you can’t manage what you cannot measure – if you do not have tools to deliver clear answers to these questions, how are you going to improve performance in your contact centre? How much do you really know about performance in your contact centre? For example, how many calls are you missing, and how much business are you missing out on as a result? Are you delivering a level of service which is up to customer expectations, or are they having to wait too long to have their calls answered?ĭo you have your routing systems correct, or are customers being passed from pillar to post to get their queries answered? And do you have your staffing levels right to cope with demand, so agents are neither inundated all day long nor sat around idle waiting for calls?Īll of these, and more, are questions 8×8 poses in the data sheet for its Virtual Office Analytics platform.

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