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Analytics & Business Management

Analytics & Business Management

OXON helps you capture and capitalise on big data within and across your enterprise.

Oxon is efficient business management

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Over 200 historical reports

Professional reports help you to analyse your contact centre performance. No more lost data, no more unreasonable decisions
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Interactive real time dashboards

Our highly visual and intuitive dashboards give you an instant understanding of contact centre performance. Powerful tools show you what is going well and where you need to focus resources on improving your customer experience
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Performance tracking

Get real-time access to your agent schedule adherence, performance rates, KPIs, and all of your most valued reporting data and metrics
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Call&Email surveys

Use auto-executing surveys' results to make your service better and your agents' work more professional

What does efficient workforce management through advanced analytic tools mean?

Oxon enables an opportunity to have a full insight of projects or campaign performance providing a lot of statistic figures. Our visualisation tools make the analytic process easier and faster.
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Step 01

Base workforce management on objective figures

Workforce Management plays an essential in every business, so it has to be ojective and reasonable. With Oxon you have a great insight into strategic workforce planning and performance analysis. You are able to evaluate all communication channels and key statistics such as interaction volume and average handle time. All agent information such as work time and communication performance are stored in one place to effectively manage your organisation work.
Step 02

Collect data and turn it into guidelines

With Oxon you have a 360-degree view of the customer. Previous communication, satisfaction rate, additional information about interests and preferences – we won’t miss any strategic information and you can find it in our Analytics & Business Management system.

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Full list of Analytics & Business Management features

More than 30 great tools for effective CRM and HRM.
Employee scheduling and shift planning
Historical data analysis
Custom reports
Favourite reports
Diverting calls
Reports export in .xls and .csv
Agent workspace video recording
Agent call evaluation
Connection to administrator panel from any browser
Remote agents work
Detailed customer information and analytics
Real-time dashboard panel
Counting of agents' working time
Operating rules: automation and task creation
Data tables, graphs and charts
Automatic database separation and distribution
Agent calendar
Appointments
Redials
API integration with CRM
API integration with enterprise internal systems (back-end)
Automatic robo-caller
Call recording and saving in the system
Customizable evaluation forms
Full Customer Interaction
NPS – “net promoter score”
Automatic SMS after a call
Campaign’s service level tracking
Live SLA monitoring
Auto-notifications via SMS or email
Audio messages and music during a pause