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Unlocking the power of insights: why exporting Conversation Analytics to BI tools is a game-changer 

In the modern contact center, the sheer volume of interactions offers a goldmine of insights into customer behavior and agent performance. evaluagentCX has long been at the forefront of providing a robust quality assurance platform that automates QA processes and uncovers key insights from conversation data. 

With the ability to export data into third-party Business Intelligence (BI) tools, like Power BI and Tableau, QA is no longer seen as a routine checkbox activity. Instead, it has become a critical function that can drive transformative change across your business! 

evaluagentCX as a data bridge 

evaluagentCX acts as a middleware platform, seamlessly moving interactions from any customer management solution into our platform and exporting valuable insights into BI tools. This powerful capability allows you to leverage Conversational Analytics beyond the confines of your QA team, turning insights into actionable intelligence across the organization. 

The Conversation Analytics Exporter is a key feature that allows evaluagent customers to generate detailed reports of their customer support conversations.  

This report includes information about the conversations, sentiment, xNPS, Insight topics, audio metrics (where applicable), and much more. It is part of our wider range of features that provide evaluagent customers with raw data and reports via CSV files and the evaluagent API. Other reports include calibration reports, evaluation reports, KPI reports, 1-2-1s, and root causes reports. 

These reports can be imported into data analysis platforms like Power BI, Tableau, Metabase, and others for in-depth analysis. 

Who is the Conversation Analytics Exporter for? 

The Conversation Analytics Exporter is a powerful tool for anyone with permissions to create reports within a customer’s evaluagent account. It’s especially useful for Customer Service Managers and QA Analysts, who track performance metrics to enhance customer interactions. Business and Data Analysts can use it to identify trends and inform strategic decisions, while Operations Managers leverage the data to optimize processes and improve workforce efficiency. Additionally, Senior Executives can gain high-level insights to shape business strategies and improve customer satisfaction. 

What are the key benefits?  

By leveraging conversation analytics, businesses can enhance customer satisfaction, optimize support channels, improve customer loyalty and much more. For example, tracking conversation duration, agent interruptions, and sentiment helps identify areas for agent training, helping to improve service quality.  

Analyzing different support channels like phone, email, and chat reveals which are most efficient, allowing resources to be allocated more effectively. Additionally, combining support data with external metrics such as purchase history and engagement levels helps identify at-risk customers early, enabling proactive measures to enhance their experience and foster loyalty. 

Enhance your existing business intelligence tools 

At evaluagent, we recognize that contact centers rely on trusted BI tools outside the realm of QA and performance improvement. Rather than replacing these tools, we focus on enhancing our platform to integrate seamlessly with the BI tools you already use.  

Our goal is to ensure that you can continue leveraging the platforms that best meet your needs while amplifying the value of your QA insights across the organization. That way, you get to benefit from: 

Incorporating QA data from tools like evaluagentCX into BI platforms brings a multitude of advantages, reshaping how contact centers use their insights to drive strategic decisions. 

Enhanced visibility and reputation for QA teams 

One of the most significant benefits of exporting Conversation Intelligence to BI tools is the enhanced visibility it provides to QA teams. By sharing detailed insights across departments, QA teams can significantly broaden their influence within the organization. This elevated profile allows them to contribute to shaping business strategies and aligning QA processes with broader organizational goals. 

Instead of being viewed merely as a routine check, the QA function becomes a strategic initiative that drives key improvements in customer experience and operational efficiency. This shift not only demonstrates the value of QA efforts, but also positions QA teams as essential contributors to business success. 

Enriched data analysis and visualization 

Exporting insights into BI tools like Power BI or Tableau transforms raw data into rich, detailed visualizations. These tools enable even more analysis of customer interactions, allowing you to tailor your analysis to address specific questions and challenges. This level of detail makes complex information more accessible and actionable for stakeholders, allowing for more informed decision-making. By turning data into compelling visual narratives, BI tools help uncover actionable insights that drive strategic changes. 

Cross-departmental collaboration 

When conversation insights are shared with teams in sales, marketing, and product development, it fosters a unified approach to business objectives. 

This collaborative environment ensures all departments are aligned and working towards common goals, breaking down silos that often hinder progress. By promoting a data-driven culture, organizations can enhance their overall strategy, improve customer journeys, and achieve better business outcomes through collective insights and coordinated actions. 

Driving real business improvement 

By identifying areas for performance optimization, organizations can boost efficiency, reduce costs, and develop strategies that focus on customer needs. This targeted approach enhances customer loyalty and retention, leading to measurable business results. QA insights that are strategically analyzed and actioned contribute to substantial gains in both operational efficiency and customer satisfaction, leading to significant benefits for the business. 

Turn data-driven insights into actionable business intelligence with evaluagentCX 

Connecting Conversation Analytics data with BI tools represents a transformative opportunity for contact centers. By moving beyond routine checks to leveraging data-driven insights, QA teams can drive meaningful business change, enhance collaboration, and deliver exceptional customer experiences. 

evaluagentCX’s ability to export data seamlessly into your existing BI platforms means you can continue using the tools you know and love while unlocking the full potential of your Conversation Insights. 

QA Performance Insights
PRODUCT TOUR

Make your data go even further

Want to see just how easy it is to export your Conversation Analytics works? See this feature in action in our latest product tour.

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