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Semafone Intelligence+
Access meaningful, real-time data analytics
for your call and contact centre.
Data Insights for Your Call and Contact Centre
Semafone Intelligence+ is a real-time, customisable data analytics platform providing insight into call metrics and allowing you to optimise your payment interactions as they occur across the contact centre.
A Powerful and Secure Platform
Intelligence+ offers advanced analytical capabilities, typically beyond those of standard business intelligence tools, to give our customers deeper insights into their system performance.
Our easy-to-read, intuitive Intelligence+ dashboards provide you with an uncomplicated overview of essential information to help you optimise your processes, your scheduling, and even your call centre performance targets.
The platform is completely customisable, with full flexibility to change the appearance and reporting periods.
Additionally, Intelligence+ is fully compliant with the latest data security regulations and standards, including the PCI DSS, GDPR, HITRUST, and the California Consumer Privacy Act.
Actionable Information at Your Fingertips
Whether your focus is on measuring important call information or on revenues collected, Intelligence+ can deliver those insights. Intelligence+ collects a full set of metrics across a variety contact centre key performance indicators. Click on the icons below to learn more about the data available through Intelligence+.
Totals
A summary dashboard tracking all the inbound and outbound calls that pass through the Cardprotect Voice+ platform provides a breakdown of your use of Securemode (when you’re taking payments) and success rates for data capture and payment.
Percentages
A view into the number of inbound vs. outbound calls, in addition to the proportion of calls that have resulted in successful payments.
Payments
A picture of the revenue generated by your contact centre, including the total number of payments, their values, and averages over a set time period.
Averages
The information you need to know about call handling times both in and out of Securemode, including average call durations and the differences between inbound and outbound call lengths.
Insights to Drive Your Business
Having access to reliable metrics is essential to successfully manage your contact center. Drawing upon the insights provided by Intelligence+, we believe our customers will be able to change their contact centres in the following ways:
- Create a better working environment for agents
- Reduce agent turnover
- Increase customer satisfaction and positive brand experience
The Power to Plan Ahead
Tracking historical rises and falls in payment volumes and handling times means you can plan ahead. The insights delivered by Intelligence+ help you make sure you have enough coverage during times when business picks up and ensure you’re not over-staffed during the slower periods. Allocating the right resources will have a positive impact on both customer experience and your bottom line.
Gain Insights, Drive Improvement
- Understand how payments affect your Average Handling Times (AHT)
- Identify areas of concern, such as resets or failed payments, and take action
- Discover the most effective times for outbound campaigns targeting payments or purchases
Reporting Made Simple
- Intelligence+ displays are customisable and can reflect your corporate branding
- Dashboards are optimised to complement the other screens or data points in your contact centre
- All raw data from Intelligence+ can be downloaded to your own business intelligence systems