The Future of Contact Center Analytics: How to Unveil Your Data 

The Visibility Challenge in Contact Centers Analytics 

Contact centers have traditionally been a very troubling topic when it comes to data visibility. While basic call metrics and agent performance data are typically at your fingertips, the IVR systems often leave you grappling in the dark, especially when trying to understand the “why” behind customer behaviors. 

Teneo’s OpenQuestion: The Transparency Game-Changer 

Teneo OpenQuestion, powered by the robust SaaS platform Teneo, revolutionizes this murky landscape. Each interaction is meticulously logged, creating a treasure trove of data ripe for analysis. 

Harnessing Teneo’s Query Language (TQL) 

With Teneo, the veil over Contact Center analytics is lifted. TQL empowers you to dive deep into conversational data, crafting exploratory queries that reveal the hidden facets of customer interactions. 

Beyond Transparency: Teneo’s Data Toolkit 

Transparency is just the beginning. Teneo offers a granular data model that grants unparalleled freedom to measure the KPIs critical to your business, moving beyond the limitations of pre-set measurement points. 

The Power of Adorners in Teneo 

Teneo introduces Adorners, a transformative feature allowing you to retrospectively enrich your data with new tags and metadata, ensuring that your historical data aligns with your current analytical needs. 

Conclusion: Why Teneo Stands Out 

Teneo’s detailed data model captures the intricacies of customer interactions, while its potent query tool and Inquire API make custom data insights accessible and actionable. Adorners add a final layer of sophistication, enabling dynamic and retroactive data tagging for comprehensive analysis. 

To discover how Teneo can shed light on your contact center analytics and drive insightful decision-making, consider exploring a tailored demonstration that showcases these powerful capabilities in action.