Event-Based Big Data for Contact Centers

Capture detailed contact center data

Comstice Extend will record every single contact center and telephony activity into its own database with timestamps and other relevant information. Businesses can use business intelligence and data visualization tools to create reports based on their business needs.

Create your own data structure

Captured data is not fully structured or summarised; it includes all the available details of the contact center, telephony and device activity. Businesses are not limited to vendor's database schema; they can create their own data structure using Comstice Extend raw data.

Real-Time Data Capture for the Active Contact

All the data will be written real-time and any report can capture the latest data even before the call is complete. This also helps to visualise the individual calls in queue, in IVR self-service level or currently handled by the agents with full caller ID details.

Multi-Dimensional Reports

Working with the unstructured data gives BI experts an opportunity create multi-domensional reports with more relational insights.

Team Leader

I can drill down to the details of any report and find the root cause of a particular instance. No more excuses about the "missing data" or "wait until it happens again".

Executive

I can ask my team to generate the KPIs our business needs, without any limitation from the out of the box contact center reports. We can take care of our own business.

Data Scientist

I am now more flexible and can get more creative about the reports without hitting any limitations from the call center stock reports. Every single detail is in this big data set. I cna use my tools to create meaningful reports for the business.