Propelling you into the extraordinary with the gathering, measuring and management of insights that will help you grow from strength to strength.
CCBox Lumiéres is compatible with Cisco CCX, CCE, PCCE, HCS and WxCC.
See how CCBox Advance could help your business
Each product package can give you everything you need depending on your organisation’s current customer experience situation, the tools already at their fingertips and the overall objective for growth and improvement.
Your customers expect so much of your business from every single contact with you. Every contact has the capacity to alter a customer’s perception of your business and this is the same regardless of the size of your organisation or the number of people working in your customer experience department. Don’t leave it to chance.
Best in class.
The most technically advanced products in the market available in a bespoke package.
Specialist products, made by experts.
Taking customer experience to the next level with products chosen by the only team who specialise in customer experience through the contact centre.
What’s in the box?
Performance Analytics
You already have all the data you need. Now make them work for you! Connect all silos together to fully understand what is happening in your contact centre.
EXTRACT
Connect to 60+ different data sources out of the box or any custom application you are using today. We will extract data from all these places and keep them up to date so you can start exploring.
CONNECT
Connecting the dots has never been easier. We provide you with a rich data model and will connect to it all other sources. Now you have a great foundation to understand the big picture.
DISCOVER
Visualize data, track trends and isolate problem areas with a comprehensive set of web dashboards and reports. Schedule daily e-mail reports and automate what you are doing manually today.
Why choose CCBox Performance Analytics?
UP AND RUNNING IN 24 HOURS
In 24 hours from the moment you allow us to access your systems you will be looking at reports and dashboards loaded with your data addressing key business issues.
CONNECT TO ALL YOUR DATA
With vast data sources supported out of the box you will be able to integrate data from every application you are using today. One by one, at your own pace.
FROM CEO DOWN TO THE AGENT
Everyone in your organization will love using CCBox Performance Analytics. From the CEO dashboard with just a few KPI’s all the way down to individual agents that will compare their own performance to their peers. It is very addictive!
UNEXPECTED INSIGHTS
CCBox Performance Analytics makes it easy to dig deep into the data to reveal hidden trends, new insights and answers to questions you haven’t even thought to ask. And of course – customize anything and everything.
FAST, SECURE & SCALABLE
Due to the unique architecture of a powerful business intelligence solution you can load as much data as you need to. And you will enjoy a fast and secure solution from the comfort of a web browser for both viewing and creating reports.
Speech Analytics
Only about 1% of all calls are ever listened to in a random quality assurance evaluation process. What insight can you gain from the other 99%?
GET STARTED
Start mining your calls for valuable insight from day one. Our consultants will have you up and running in a matter of days and will help to define what to look for based on your vertical market and business needs.
ANALYSE
Quickly find occurrences of customer churn, non-compliant calls and market trends to monitor. Drill down, listen to calls & gather an overview from detailed reporting that helps reveal the root cause.
DISCOVER
The insights from speech analytics alone are rarely enough. By connecting with your contact centre data you can uncover unique trends and address complex business issues.
Why choose CCBox Speech Analytics?
SPEED & ACCURACY
A blazingly fast and highly accurate speech engine that processes your audio calls with minimal hardware footprint.
LET US HELP YOU GET STARTED
With every project we assign you an experienced consultant who guides you through the process of how to leverage the technology for your market or for business pain that you want to address.
EASE OF USE
Designed for use in the contact centre, no specific analytical skills are required. The user interface is clean, fast and intuitive so getting insight from what your customers are saying is easy and straightforward.
INTEGRATED SOLUTION
As part of the CCBox Quality Management platform the Speech Analytics solution is blended into your quality assurance process with cross functional workflows and rich reporting capabilities.
EMOTION DETECTION
Analysis of cross-talk and silences in conversations provides actionable insight into emotionally charged or problematic calls, especially when combined with other call parameters or contact centre data.
Video and Telepresence Recording
60% of communication is non-verbal. What if you could add a human touch to remote conversations with your colleagues and customers?
SELECT
Select which video conversations to record based on your business requirements. Choose between total, random, business rules driven or on-demand recording.
RECORD
Give your conversations with colleagues and customers another dimension – facial expressions, gestures, eye contact – and capture video-enabled conversations.
SHARE
Quickly search, replay and share recorded video calls and video conferences, and gain insights from every interaction or customer conversation.
Why choose CCBox Video & Telepresence Recording?
PROTECTING YOUR INVESTMENTS
Leverage your existing CCBox deployment and seamlessly integrate CCBox Video & Telepresence Recording with the CCBox Quality Management platform.
PCI DSS COMPLIANCE
Both audio and video parts of the call can be encrypted, and pause and resume functionality utilized to fulfil legal and regulatory compliance requirements including PCI DSS.
WIDE RANGE OF DEVICES
Records video from desktop phones, telepresence units and supports mobile endpoints including voice and video.
FULL CISCO COMPATIBILITY
Supports Cisco Jabber on both mobile devices and desktop systems, Video Enabled Cisco IP Phones, Telepresence Units and Collaboration Desk Endpoints.
TRUE INSIGHT
Enables better understanding not only what was said during the conversation, but also what was implied though the body language of the participants.
STANDALONE IF REQUIRED
CCBox Video & Telepresence Recording can be licensed separately and can also be installed independently from the rest of the CCBox Quality Management Platform.
WFM Premium
Remove the guesswork from your contact centre planning by carefully balancing engaged agents and efficient operations.
FORECAST
Take full control of your shift planning. Know what to expect and avoid unexpected surprises. Forecast for multi-skill, multi-site, multi-channel, for any interval, including trend and seasonal analysis.
SCHEDULE
Staff costs are the single biggest expense in most contact centres. So, it pays to bring together business needs, agent preferences and scheduling rules to produce the best possible schedules.
MANAGE
Put real-time data at your team leaders’ fingertips. Manage intraday situations and stay in control of the day. Adjust schedules on the-fly based on agent status and fluctuations in call volumes.
Why choose CCBox WFM Premium?
AGENT EMPOWERMENT
Let agents manage their own time and allow them to choose when they would like to work. Build the right schedule for both business and employees from the start.
REPORTING
Manage performance with extensive schedule adherence reporting and drill-down graphs. Quickly access agent scorecards for various KPIs, such as absenteeism, schedule adherence and productivity.
WHAT IF SCENARIO
Test the impact on service levels that would result from scheduling scenarios such as unusual sickness levels, changed opening hours, training schedules, product launches or ad campaigns.
REAL-TIME ADHERENCE
Intraday reporting and real-time schedule editing allows you to monitor agent adherence and use drag-and-drop capability to adjust schedules based on real-time agent status.
WHEREVER YOU ARE
Available for your smartphone and tablet through web-based tools. For managers and employees who need access to the right information regardless of when and where they are.
Your complete contact center productivity solution
CCBox Advance
Everything you need for your contact centre to perform efficiently, with the power in your hands. Simple products, sensibly priced that are easy for you to deploy, use and manage to meet your own requirements.
Get StartedLearn about the other CCBox solutions
Each product package can give you everything you need depending on your organisation’s current customer experience situation. Find the right solution for your business.
Individual or bespoke groups of modules, for times when a packaged solution is not right for your business needs.
Learn MoreReceive an demo
Discover how CCBox customer experience optimisation tools can work for you!
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