Analytics & Reporting

It’s not enough to merely use customer support to resolve issues and concerns—every customer interaction actually provides your brand with an opportunity to gain valuable insight into your customer base. Stratus offers the convergence of call center metrics, social media analytics and customer behavior analytics to provide you with the most comprehensive operation insights to improve sales, customer experiences and business processes. By utilizing Stratus’ industry leading reporting and analytics services, your business will be able to transform every consumer interaction into a valuable piece of marketing research.

“Call center analytics should be more than statistics. By processing each interaction through our analytics engine, operational insights are readily available.”

Larry Hill, Senior Vice President of Information Systems.

Reports are available real-time through online web access or delivered in your preferred format hourly, daily, weekly or monthly. Stratus’ online dashboard can also be accessed anytime to review metrics, run reports and monitor activity.

Stratus Insights Wheel

Stratus’ call center performance analytics include reports such as:

  • Call Resolution
  • Response Time
  • Customer Satisfaction
  • Call Abandonment
  • Call Center Status Metrics
  • Average handle Time

In addition to the above analytics Stratus also offers:

  • Automated Voice Analytics
  • Social Media Analytics
  • Screen Capture
  • Automated Speech Analytics
  • Desktop and Process Analytics
  • Trending topics
  • Trouble shooting
  • Major pain points