Brands that trust IPECS

Make smarter decisions

With busy call queues and customers waiting, what's the best way to manage resources? The answer is data - and IPECS Analytics turns all your call-related data into digestible, actionable information.

Automate custom reports into the KPIs you need to understand. Display live wallboards for real-time insights into the metrics that matter. IPECS Analytics helps you elevate productivity and make smarter, data-driven decision.

  • Track KPIs

    Your key objectives may be anything from reducing missed calls to increasing calls per hour. IPECS Analytics allows you to track these and many more by team or individual, so you can understand performance and track improvement.

  • Custom reports

    Customise your own reports and have them sent to you automatically, so you can drill into the data and understand how your team is performing, Whether you're looking to understand customer behaviour or boost productivity, IPECS Analytics gives you the insights you need.

  • Real-time dashboards

    IPECS Analytics includes live, customisable wallboards so you can track what's happening right now. Share with supervisors or broadcast to the whole floor so you can address your callers' needs and manage resources with the speed and agility the situation demands.

  • Empower supervisors and coaches

    Supervisor users can do even more to boost performance and coach where needed. From within Analytics, admin users can listen live to calls and whisper instructions to the agent without the caller hearing. They can even join the call if required, allowing you to assure quality and minimise the impact on callers.

Enhance service, enhanced productivity

Balancing customer service and productivity can be challenging when your call queues are busy. Every call matters, and IPECS Analytics offers crucial insights into call handling performance, ensuring consistent service quality even during peak hours.

With user-friendly dashboards and detailed reporting, IPECS Analytics helps managers track performance metrics and identify trends. This gives you all the tools you need to maintain the highest standards and keep productivity up.

Why choose iPECS Analytics

Enhance your team's efficiency with actionable insights that identify areas for improvement, ensuring a higher standard of service.
Leverage real-time data to inform your strategies, enabling you to respond effectively to customer needs and business demands.
Centralise your performance metrics for easy access and analysis, simplifying your reporting and decision-making processes.
Streamline operations and reduce wait times with data-driven insights that empower your team to focus on what matters most.
Customise reports to fit your unique business needs, allowing for flexibility in tracking and optimising performance.

Frequently asked questions about IPECS Analytics

What does IPECS Analytics measure?

Can I customise IPECS Analytics?