eGain Analytics for Amazon Connect™ is a powerful "measure and manage" platform that provides comprehensive omnichannel analytics across IVR, human-assisted voice and digital touchpoints, and customer journeys.

The connected, omnichannel analysis across all customer touchpoints enables businesses to measure, manage and optimize all aspects of their customer interaction operations. From a single platform, the reporting and analytics needs of supervisors, analysts, ops teams, scheduling teams and managers are comprehensively served. Furthermore, it does this across geographically diverse sites, organizational boundaries and channels, empowering business users with role relevant visibility and the capability to manage smarter.

A rich library of reports and dashboards provide real-time and historical analysis of contact center operations, self-service, digital interactions, and customer journeys. With an intuitive report builder and a range of powerful visualizations, business users can easily create and share dashboards that deliver relevant insights at a glance. Drill though capabilities enable you to move quickly from high level summary to low level detail or from insight to action. The reports can be scheduled for regular email delivery or can be extracted to view in the BI tool of choice.

The connected analytics helps businesses improve the customer experience, agent experience, and business experience.

CX - Customer Experience

• IVR journey analytics
• IVR self-service rate
• Answer/abandon rates
• Wait times and SLAs
• Hold time

AX - Agent Experience

• Status & reason codes
• AHT
• Wrap time
• Transfers (from? to?)
• Agent-to-agent consults

BX - Business Experience

• Incoming volumes
• Utilization
• Occupancy
• Custom attributes
• Historical, intra-day, real-time & detail reports

For custom pricing, submit your questions at https://www.egain.com/contact-us/  or contact marketplacesales@egain.com