Comstice Quartz Reporting and Analytics for Amazon Connect helps to enhance the performance of your customer communications, set goals and thresholds for the teams. It offers unified customer service reports by blending Amazon Connect data with 3rd-party platforms.

Benefits

• Unified Customer Service reports by blending Amazon Connect and third-party data
• Handle more calls by identifying customer patience thresholds and repetitive callers
• Better customer service performance by setting daily goals and thresholds
• Maximum data privacy and security with the option to run at your own AWS EC2 account or VPC.

Features

• Set daily goals and thresholds for the agents and the queues, receive end of day reports by email
• Schedule reports to be sent to each agent by email daily, weekly and monthly
• Create visual reports and scorecards using report designer
• Over 30 stock reports for Amazon Connect
• Weekly heatmaps for resource forecasting
• Repetitive Call Analysis to reduce repeat callers and increase first contact resolution
• Integrate with 3rd-party data, store and create a unified customer service report that includes third-party indicators
• Unlimited concurrent reporting users and sessions. The subscription is based on the number of agents to be reported.
• Amazon Connect Call Billing module for internal billing and customer billing of the calls.
• Data Warehousing by structuring and storing data on PostGreSQL database

Use Cases

• Universal reporting for omnichannel customer journeys
• Expanding customer experience from call center to the entire organization
• Reports to each agent by email at the end of each day, week and month
• Year on Year charts to identify trends, drill downs from monthly charts to weekly, daily and hourly charts

Integrations Comstice Wallboard can integrate with third-party platforms using APIs. You can store data at Comstice database from third-party applications such as Sales reports, Helpdesk Tickets, third-party webchat activity from your CRM platforms, and other resources.

Subscription Comstice Wallboard offers annual and 3-Year subscription options. There is no limit on the number of concurrent users and sessions. The subscription is based on the number of named agents (not concurrent) and their queues to be monitored and reported

Data Privacy, InfoSec, HIPAA, SOC 2 and ISO 27001 You can run Amazon Connect Reporting and Analytics solution at your own AWS EC2 service or VPC. In that case, Comstice has no access to any user or patient data and your organizationcan has full control of the data access and security. Comstice solutions run on LinuxOS and organizations can apply their InfoSec policies on the EC2 instances running Comstice software.