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Northland’s Call Analytics Platform
Contact Center

Northland’s Call Analytics Platform, powered by Xima Software, is a user-friendly, cloud-based solution that can be customized to meet your business needs. Providing a seamless experience for both your team and clients, this program offers a comprehensive suite of telephone features, including skills-based routing, queue callback, cradle-to-grave insight, customized reporting, and real-time wallboards.

Strategic Insights and Actionable Data

Northland’s Call Analytics Platform provides a range of tools to track key metrics such as call volumes, average handling time, and customer satisfaction scores. By analyzing these metrics, businesses can make data-driven decisions to enhance their customer service operations, leading to better performance and increased client satisfaction. For added convenience, contact center seamlessly integrates with UCaaS by Northland, allowing businesses to monitor their customer service processes with ease.

Skilled-Based Routing

> Skill-based routing ensure that incoming calls are directed to the most qualified agent to handle the specific inquiry. This can be achieved through various call flow patterns, such as linear, circular, most idle, or intelligent highest skill first.

Call-Back Assist

> Rather than leaving customers on hold for extended periods or risking their abandonment, call-back assist ensures their place in the queue and a call-back when it’s their turn, eliminating the need for extended waiting times.

Supervisor Control

> Maximize productivity and streamline your remote workforce by assigning agents and calls to specific skill groups. Take advantage of features like busy placement, forced calls, and automatic logouts to keep your business running smoothly.
 

Call Recording

> High-quality audio solution designed for businesses that require voice support for their customers. It includes automatic and fully integrated voice recording.

Whisper

> The Whisper feature is useful for coaching new employees during calls. Supervisors can hear both the agent and external party, but the calling party cannot hear the supervisor.

Barge-In

> The barge-in feature proves to be incredibly valuable when a call requires escalation. During such instances, the supervisor can listen in on the conversation between the agent and the external party.
Integrate Contact Center With Your UCaaS Solution

Integrating Contact Center with your UCaaS solution means that all your company’s communication needs can be streamlined into one easy-to-use and secure app. With just a single click, you can make phone calls, conduct video meetings, and instant message your colleagues.
This powerful hosted technology is future-proof, with new features and updates being added regularly. UCaaS offers 99.999% uptime and 5-star local support, making it the perfect solution for businesses in Syracuse, Utica, and Oneida.

Employing Multiple
Communication Channels.
Improved Application Reliability, Speed, and
Affordability through Cloud Technology.

Optimizing customer experience can be achieved by providing multiple communication channels, empowering them to choose their preferred mode of interaction. Northland’s Call Analytics Platform is an excellent tool to measure key metrics such as call volumes, average handling time, and customer satisfaction scores. By leveraging these comprehensive data insights, businesses can make informed decisions to optimize their service delivery, resulting in improved performance and higher levels of customer satisfaction.

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Free Demo Today.

Let’s facilitate a seamless experience for both your team members and clients. Fill out the contact form and a team member will reach out within 48 hours.