Brightmetrics

Brightmetrics is an advanced analytics system that can help you optimize your call center or contact center operations with insights that can improve customer satisfaction, agent productivity and operations. It can integrate with a variety of systems, including Mitel, Genesys Cloud and RingCentral, so it's for a broad range of customers.

Among Brightmetrics' features are:

• Historical Analytics: A template-based system for creating dashboards and reports that let you explore historical data to get a better handle on what customers are going through and how agents are performing.
• Real-Time Analytics: A system that offers up-to-the-second data so you can respond to changing conditions in your call center.
• Scheduled Reporting: A system that automatically sends reports to people who need them so you don't have to spend time generating reports.
• Transaction Drill-Down: A way to dig into the details of customer interactions to figure out what's going wrong and how to improve.
• Agent Activity Data: A way to see how agents are doing so you can spot training needs and encourage good practice.

Brightmetrics' goal is to help you build strong relationships with customers, surpass their expectations and foster brand loyalty through the use of actionable analytics. With its user-friendly interface and easily customizable dashboards, you can get to the data you need without needing to be an analytics expert.

Brightmetrics pricing depends on the specific combination of the core product and extensions you need. For example, the UC Analytics for MiVoice Business starts at $99 per month for 1-74 extensions, while the REAL TIME Analytics for MiVoice Business starts at $119 per month on top of the UC Analytics. Contact Center Analytics for MiContact Center starts at $10 per month per concurrent agent count, and REAL TIME Analytics for MiContact Center starts at $99 per month on top of the Contact Center Analytics.

Contact centers can use Brightmetrics to improve their operations, better serve customers and make more informed decisions about operations. Brightmetrics has a strong track record of customer satisfaction, ease of use and timely, useful reports.

Published on July 10, 2024