One of the Best Contact Center Analytics Tool
Rating: 9 out of 10
IncentivizedUse Cases and Deployment Scope
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.
Pros
- Achieving granular level analytics be it for a Queue, Agent or Omnichannel Interactions.
- Data Visualization with simple and efficient reports.
- Robust real-time reporting.
Cons
- 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.
Likelihood to Recommend
eMite is well suited for small to mid scale companies. Their goal has been to aggregate data from every source and provide personalized views for both business and IT, with a presentation layer that is truly end user oriented, since the beginning. With my experience, I strongly believe that it is not very well suited for large companies.
SK
Suresh K.S Kumar
Genesys Solutions Architect in Information Technology at HCL Technologies (10,001+ employees)
Vetted Review
2 years of experience