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April 4, 2010 launches BI analytics and reporting for voice offerings with MicroStrategy

Offers dashboards, reports and volumes for all IVR and call centre activities

By CBR Staff Writer, a provider of customer engagement offerings, has launched Caller First Analytics, a drill-down business intelligence analytics reporting capability from MicroStrategy for voice offerings.

The company said that Caller First Analytics provides key views, dashboards, reports and volumes for all IVR and call centre activities. It helps businesses analyse data and make iterative changes to enhance the caller experience to facilitate the achievement of business goals such as revenue optimisation, cost reduction, and optimal agent resourcing.

According to The new package provides insight into how a voice application is being used, including most popular customer selections and most common caller path patterns and hang-up points. It enables companies to make positive changes to the call flow, contain common call issues with automation to reduce agent load, and increase customer satisfaction.

Based on business intelligence offerings from MicroStrategy, Caller First Analytics package provides call volume dashboards, performance and voice user interface analysis reports, call data reports for informative graphs, charts and information. All of these reports are customisable into preferred dashboard setup, accessible via the internet, and configurable based on distribution, export, and access preferences, the company said.

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Dave Rennyson, president and COO of, said: The combination of cutting edge analytics and reporting from MicroStrategy and the advanced on demand IVR solution allows us to offer new intelligent customer engagement solutions.

“Early adopter excitement and feedback has been tremendous, as enterprise businesses with heavy customer voice interaction are recognising the value of insight and intelligence to the top and bottom line.

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