One of the Best Contact Center Analytics Tool
Genesys by default lacks granular level analytics. Granular level can by achieved by using APIs, but not everyone can do it. eMite here …
eMite
eMite
eMite
Overview
What is eMite?
eMite is a BI tool from Australian company Prophecy International. The tool is designed to integrate with contact center software or ITSM software to present easily to understand analytics dashboards.
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What is eMite?
eMite is a BI tool from Australian company Prophecy International. The tool is designed to integrate with contact center software or ITSM software to present easily to understand analytics dashboards.
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Product Details
- About
- Tech Details
What is eMite?
eMite is a BI tool from Australian company Prophecy International. The tool is designed to integrate with contact center software or ITSM software to present easily to understand analytics dashboards.
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eMite Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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May 11, 2021
One of the Best Contact Center Analytics Tool
Genesys by default lacks granular level analytics. Granular level can by achieved by using APIs, but not everyone can do it. eMite here did that by creating one more layer of interface that works with the APIs by making complex calls to derive the data at a granular level. The best thing about Genesys is having created an AppFoundry that makes third party integration look so simple for solution such as eMite. The data visualization part covering all the details of omni channels is amazing. It has been one of the best analytics solution I have had to use alongside Genesys Cloud. A masterpiece indeed.
- Achieving granular level analytics be it for a Queue, Agent or Omnichannel Interactions.
- Data Visualization with simple and efficient reports.
- Robust real-time reporting.
- With so much data in one dashboard, sometimes it can be overwhelming to miss out on what you were look at in first place.
- Wish this solution had some alerting system. For example, a beep sent out from eMite when a call hits the queue.
- Interactive Data Visualization needs to be implemented.
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86.66666666666666%
8.7
90%
9.0
90%
9.0
86.66666666666666%
8.7
80%
8.0
86.66666666666666%
8.7
80%
8.0
- Reaching out to the granular data.
- Easy to make business decisions.
- Increases productivity.
eMite cuts down all the manual part[s] of getting the data and organizing [it]. This happens in the abstract layer that keeps the user in the no worry one. eMite becomes part of the solution itself rather an external application that receives data from the solution. KPI and some other complex calculations are taken care of by this wonderful analytics tool.