Call Center Analytics

Pharmaceutical companies spend millions of dollars managing call centers to support their customers, whether medical professionals or consumers, and comply with FDA regulations for tracking adverse events. They have sophisticated backend systems to capture the data, but these systems often do not have the ability to analyze and report on the captured data effectively.

Reportics provides the ability to analyze call volumes, call trends, agent effectiveness, response rates, process adherence, and data quality characteristics, to name a few.

When supported by the SolutionOne Customer Hub, calls can be integrated with all other data captured for a medical professional through other business systems, so that a true 360 degree view of the customer can finally be realized.