Optimal contact centre processes

Numbers don’t lie: comprehensive reporting is essential for professional customer service. It presents relevant KPIs across all channels and helps make your business more efficient.

novomind iAGENT Reporting & Analytics

Cross-channel visibility is worth every penny

Multi-channel management is a key challenge for companies who are active on the market – and there is a need for optimisation here which is just as key. So, what can help? Cross-channel transparency that reveals pain points and quantifies success. In this way, your company can make the necessary adjustments and tweak intraday management.

 

How good is telephone contact? What is the rate of sales conversions? And what about the quality of service in general? These are just three of the many questions that can be answered with novomind iAGENT Reporting & Analytics. Thanks to many years of experience, our systems offer a numerous different analytical capabilities.

Reporting & Analytics

Important insights in just a few clicks

Most key figures can be viewed in just a few clicks thanks to a differentiated standard set. Individual reports can be generated at any time. And best of all: all processes and tools are integrated into novomind iAGENT thanks to our own BI software development.

 

As an optional addition, an external BI component can be integrated into our system architecture and this can be used to create individual graphic dashboards. Sophisticated standard dashboards with the most important key figures are included here too, meaning optimal performance is guaranteed.

DEW21

What do our customers say?

“novomind iAGENT gives us full control of communications. That was exactly what we were looking for.”

Robert Tigges

Central Complaints Coordinator, DEW21

Our features & benefits

Numerous filter options

Supervisors can select the data view relevant to them in just a few clicks. Not only do our predefined reports contain the usual KPIs, but they also offer numerous grouping options and the possibility of requesting detailed information.

Reports at the click of a mouse

Flexible reporting? No worries thanks to the report generator. Thanks to customisable analytics overviews within the report GUI, analyses can be compiled on an individual basis.

Incoming queries at a glance

Our diagrams clearly indicate how high the current volume of incoming customer queries is. This helps to manage customer service processes.

Scheduling app

Optimise your processes with automated reports and send them out using a scheduling app, via email for example.

Export

Your supervisor wants to transfer analyses to another platform? Then exporting as an Excel file is perfect for this.

Individual reports

Every enterprise has different needs. Customised reporting is made easy thanks to our software.

novomind iAGENT modules for omnichannel customer service

novomind iAGENT

Analytics

Optimal processes at the contact service centre

novomind iAGENT

Call

The intelligent solution for the voice service channel

novomind iAGENT

Chat

The fastest way to help customers

novomind iAGENT

Chatbot

The fully-automated 24/7 answering service

novomind iAGENT

Claim

Seize opportunities and turn critics into fans

novomind iAGENT

Mail

For transparency and consistent quality

novomind iAGENT

Messaging

A very personal approach to customer communication

novomind iAGENT

MS Teams

Direct access to valuable team knowledge

novomind iAGENT

Videochat

Show your face – create trust

How can we take your customer service to the next level?

Want all the information at a glance? You can find it in the novomind iAGENT product flyer.

Let’s get in touch

Do you have some questions? Or are you interested in our company and services? The novomind team is always on hand to help – via the channel of your choice.
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