Glossary
BI system
A BI system (business intelligence) combines data from a company's different applications into shared reports and charts. For example, you can match contact center calls against sales to see which inquiries bring in revenue.
Why it mattersShows how calls and messages affect sales.
Also called: business intelligence, business intelligence system
Tasks
What a BI system does
- Pulls data from your CRM, accounting, telephony, and other sources
- Combines it into shared tables
- Shows managers charts and summaries
When you need it
When a contact center needs one
Built-in contact center reports are enough to run the floor. You need a BI system when you have to tie calls to sales, payments, or the work of other departments.
Data
What the contact center sends
- Calls and their outcomes
- Wait times and missed calls
- Form fields that agents fill in
In CONTACT.WORK
How CONTACT.WORK handles it
CONTACT.WORK reports download to Excel, and your BI system gets the same numbers automatically via API, with no manual exports.
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Where to use it
Backlinks
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Glossary