Carers First
A VoIP business phone solution delivered by Focus Group now connects over 16,500 Carers First staff with their patients.
LG Analytics
Managing high call volumes whilst maintaining excellent customer service can be challenging. Every call matters and iPECS Advanced Analytics delivers the visibility you need to stay on top of performance.
Call analytics solution
Focus Group’s advanced call analytics solution, powered by iPECS, offers a powerful platform to monitor, manage and optimise every customer interaction. From call volumes and durations to team performance and missed call trends, the call analytics dashboard delivers full visibility into your communications.
With simple setup, intuitive design, real-time access to call metrics and in-depth reporting, teams can respond faster, drive performance and make smarter, data-driven decisions.
Whether you're a small business or large enterprise, this highly scalable solution can be seamlessly integrated into your existing telephony infrastructure. By turning call reporting data into actionable intelligence, you can improve customer experience, increase productivity, and achieve strategic business outcomes. It’s everything you need to keep customers happy and productivity on track. Even during your busiest times.
Benefits of iPECS Advanced Analytics
Enhancing customer experience
iPECS Advanced Analytics helps deliver an exceptional customer journey. By identifying missed calls, peak times, and call wait durations, businesses can reduce delays and improve service delivery, leading to higher customer satisfaction and loyalty.
Intuitive interface
The easy-to-use call reporting software interface makes navigating data simple for all team members. With intuitive design, clean visuals, and easy access to filters and reports, it eliminates complexity and supports quick decision-making.
Elevating team productivity
Track agent activity, compare performance and highlight training opportunities - the opportunities to have a positive impact on productivity are endless. iPECS Advanced Analytics provides the tools to motivate teams, set benchmarks, and reward successes based on clear performance metrics.
Data-driven decisions
Access to comprehensive call data will help customer service or contact centre managers move away from assumptions. By analysing trends and behaviours, your leaders will be in a position to make confident, informed decisions that drive operational and strategic improvements.
Flexible & scalable
iPECS Advanced Analytics has been designed to grow with your business. Whether you’re expanding office locations or growing your team, the call analytics solution adapts easily without disruption, ensuring seamless analytics at every stage.
Actionable insights
Ready to turn raw call data into meaningful actions? With custom reports and real-time call analytics dashboards, you’ll be in a position to respond proactively to issues, optimise resources and exceed customer expectations.
Features of iPECS Advanced Analytics
Tracking KPIs & objectives
With iPECS Advanced Analytics, you can monitor key performance indicators and track business objectives in real time. By visualising metrics like call handling times, response rates, and missed calls, the insights will ensure every member of the team is aligned with overall business objectives.
Granular data helps pinpoint patterns, making it easier to set realistic goals and track progress over time while customer service managers can identify weak spots and take swift action to improve them. This continuous visibility into communications performance fosters accountability and ensures operational excellence across the business.
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Custom reports
iPECS Advanced Analytics enables users to generate tailored reports to suit specific needs. Whether you need insights by department, time period or user, the custom reporting feature allows full flexibility. Choose from a wide array of filters and criteria to delve into your data and uncover key trends. Reports can be scheduled or generated on demand, offering timely access to the insights that matter most. With the ability to export and share these reports easily, you’ll empower departments to stay informed and take action with confidence.
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Real-time dashboards
Stay on top of your communications with real-time dashboards that display up-to-the-minute call activity to enhance responsiveness. Dynamic views will help you to react instantly to call spikes, missed opportunities, or changes in performance - keeping you agile in a fast-paced environment. From individual agent stats to overall team metrics, the dashboard updates continuously to accurate visibility of your calls. And with widgets and customisable views, each user can focus on the metrics that matter most.
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Frequently asked questions
What does LG analytics measure?
iPECS advanced analytics provides valuable insights into customer interactions with call agents. Its intuitive platform displays business critical KPIs via different reports that can be tailored for individual users, DDIs, sites, groups, customers, agents or businesses. Measurements include call details, performance reporting, call waiting times, missed calls, time based trend reporting and more. Call trend analysis reports are available daily, weekly, monthly and yearly. These reports can be used to discover trends and enact changes accordingly.
Can I customise LG Analytics?
Yes, iPECS Advanced Analytics enables users to generate tailored reports to suit their specific needs. Whether you need insights by department, time period or user, the custom reporting feature allows full flexibility.
How does LG analytics help team productivity?
iPECS advanced analytics provides full visibility into agent activity, allows you to compare performance across your team and easily identify areas for development - unlocking new ways to boost productivity. With iPECS Advanced Analytics, you can inspire your teams, set measurable goals, and recognise achievements using clear, data-driven performance insights.
Is training or support included with LG Analytics?
Access to user guides will be provided ahead of installation and support resources, providing incident management and problem resolution, will be available at an additional cost.
Hurstpierpoint College
Focus Group scored top marks with the delivery of a brand new, futureproof telephony system to replace an ageing network.
Suez
Suez turned to Focus Group to implement a next gen infrastructure to pack a powerful punch across a broad network of sites.
