Daktela Intelligence (BigQuery)

With Daktela Intelligence, you can effectively manage and analyse massive amounts of data to better understand your customers, evaluate operator performance and control operations.

The Daktela Intelligence tool uses the Google BigQuery cloud data warehouse to store large amounts of data and the online Google Data Studio application to provide valuable insights into your contact centre’s performance.

By sending data to Google BigQuery, large amounts of data can be stored and analysed in near real-time without putting unnecessary strain on contact centre hardware. This data can then be used to create custom statistics and dashboards in Google Data Studio that comprehensively view various metrics such as call volume, response time, and customer satisfaction.

This information can be used to identify trends, optimise operations and improve overall customer care performance. Additionally, the ability to customise and share reports with stakeholders makes it easier to communicate and understand critical business metrics.

Integrating Daktela Intelligence with Google BigQuery and Google Data Studio provides organisations with a powerful tool to improve the efficiency and effectiveness of contact centre operations. Both applications above are also part of Daktela Reporting so that you can visualise the historical data of your contact centre clearly in one place at any time and make effective decisions and find the best solutions.