Semafone's Intelligence+ integrated into its telephone payments solution

Semafone has revealed that Intelligence+, a real-time data analytics offering, integrated into Cardprotect Voice+, its patented telephone payments solution.

As such, the provider of data security and multi-channel compliance solutions for call and contact centres offers its Intelligence+, which ensures that Cardprotect Voice+ customers have access to real-time data from calls and payment transactions. The solution provides customers with insights into their payments platform performance, while customers can elect to receive all their raw data from the Cardprotect Voice+ platform. Moreover, the functionality allows customers to add the data to their own database management system (DBMS) and completely customise reports, as well as to to change the appearance and reporting periods.

With Intelligence+, customers are given:

• The ability to query data, develop, and generate a standard set of reports. Thus, contact centre management is informed on business strategy and where to maximise resources;
• Call management insights – e.g. the ability to view the percentage of successful payment transaction calls at particular times of the day;
• The ability to import raw data into the customer’s business analytics system of choice, for integrated reporting with any existing data;
• Fully customisable appearance of dashboards;
• Insights into average handling times (AHTs) to facilitate call duration and efficiency;
• Insights into first call resolution to aid in reducing call transfers.