Call analytics is a concept that helps you better understand your customers by analyzing your phone calls. It’s a smart way to figure out what your customers want and how they think. Plus, many businesses can use it to measure and improve certain aspects of their business performance.

Call analytics targets providing companies with quick and simple answers to questions like:

❓Are we missing important customer calls or sales opportunities?

❓Are we making our customers spend too much time in call queues?

❓Who on the team handles the most incoming and outgoing calls?

❓When are the most effective times to make outbound sales calls?

❓What are the busiest hours and days? etc...

Communication Suite advanced Call Analytics solution delivers the information businesses need to fully understand calling activity, across the entire organization - all in one engaging, easy-to-use platform.

PBXes generate a record for each call, known as a Call Detail Record (CDR). Communication Suite collects these records in a database and integrates them with organizational or customer information from different sources used within the enterprise to create comprehensive call reports. These reports are designed to be user-friendly, providing rich content through various customizable report options.

Users can easily view and track all call reports in real time through Communication Suite’s web interface. Additionally, for regular report monitoring, Communication Suite can automatically send scheduled reports via email to designated recipients. Since the content of the reports is tailored according to user permission levels, there's no need to customize reports individually when sharing or sending them via email to different users or groups.

IPERA Communication Suite is a comprehensive call analytics software designed to help organizations manage and analyze their telephone communication effectively. This software is particularly beneficial for sectors with extensive phone traffic, such as banks, hospitals, insurance companies, retail chains, industrial establishments, governments, and universities.

IPERA Communication Suite's Advantages

1) Advanced Reporting and Analysis
2) Email Integration and Automation
3) Real-time Updates and Auto-Update Feature
4) Cost Control and Budget Allocation
5) Fraud Detection and Emergency Alerts
6) Unified Communication Management

CDR reports focus on the raw data generated by phone systems, providing a detailed log of all calls made and received. These reports typically include information such as call duration, time of the call, originating and destination numbers, call type (e.g., incoming, outgoing, missed), and sometimes cost.

The primary function of CDR reports is to provide basic call details primarily for record-keeping, billing, and cost analysis, with limited analytical depth.

In contrast, Call Analytics goes beyond the raw data to provide deeper insights into call performance and quality. This involves analyzing metrics such as call volume trends, average handling time, call abandonment rates, customer satisfaction scores, and agent performance.

For instance, it can identify peak call times, common issues faced by customers, and areas for improvement in customer service. Thus, while CDR reports are more transactional and focused on basic call details, Call Analytics offers a more holistic and strategic view, helping businesses optimize their communication processes and enhance customer experiences.

Communication Suite is designed to be compatible with a wide range of Unified Communication (UC) and Private Automatic Branch Exchange (PABX) systems. Here is a list of the systems it supports:

✅Cisco UCM, Avaya Communication Manager, Avaya IP Office, Alcatel OXE, Alcatel OXO, Siemens OSV, Mitel, GrandStream, 3CX, Microsoft Teams, etc.

This compatibility ensures that our Communication Suite can be integrated into your existing communication infrastructure, enhancing your organization's communication efficiency and effectiveness. If you have any specific requirements or questions about other systems, please feel free to contact our support team for more information.

The cost of using Communication Suite depends on the number of extensions you have. You can choose between monthly or annual billing options.

Our pricing is designed to be transparent and scalable, ensuring you only pay for what you need. For a detailed quote or to discuss the best billing option for your business, please contact our sales team.

Today, personal data protection is becoming an increasingly prominent issue for companies. Especially the vulnerability shown in protecting customers' personal data can not only damage a company's reputation but also lead to legal penalties. Therefore, companies are becoming more sensitive to this issue day by day.

In reports related to phone calls, the inclusion of customer phone numbers along with their names can be considered sensitive under data protection regulations (GDPR). When the phone number is considered personal data, it should not be accessible to all employees within the organization without control. At this point, access to any information that can be classified as personal data within the Communication Suite can be restricted, personal phone numbers can be masked, or access to this information can be granted in a controlled manner.

Setting up the Communication Suite is a quick and easy process. Normally, it usually takes about 2 to 3 days to complete the installation and all necessary integrations. So, in just a couple of days, you'll be all set to start using our services and improving your communication workflows!

If you have any other questions or need more information about our products and services, please feel free to contact us at sales@ipera.ai.