One of the Best Contact Center Analytics Tool
May 11, 2021

One of the Best Contact Center Analytics Tool

Suresh K.S Kumar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with eMite

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.
  • 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.

Do you think eMite delivers good value for the price?

Yes

Are you happy with eMite's feature set?

Yes

Did eMite live up to sales and marketing promises?

Yes

Did implementation of eMite go as expected?

Yes

Would you buy eMite again?

Yes

Cisco Unified Communications Manager (Call Manager), Nuance Dragon Speech Recognition, Microsoft Teams
1. Creates the best user experience across different medias.
2. Pushes the contact center reporting to a new level.
3. eMite comes with regular KPIs out of the box, but it also allows users to fully configure their KPIs based on their specific data and requirements.
4. Browser based solution that can provide actionable insights for making complex business decisions.
Support for eMite so has far has been excellent. Most of the tickets are resolved the same day. I have always seen their SLAs staying intact even for a complex situations let alone bugs that are raised to development teams. So, I never had any bad day with eMite support. They were always on dot.
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.

eMite Feature Ratings

Pixel Perfect reports
8
Customizable dashboards
9
Report Formatting Templates
9
Drill-down analysis
10
Formatting capabilities
9
Integration with R or other statistical packages
8
Report sharing and collaboration
9
Publish to Web
9
Publish to PDF
10
Report Versioning
10
Report Delivery Scheduling
9
Delivery to Remote Servers
7
Pre-built visualization formats (heatmaps, scatter plots etc.)
9
Location Analytics / Geographic Visualization
8
Predictive Analytics
9
Multi-User Support (named login)
8
Role-Based Security Model
8
Multiple Access Permission Levels (Create, Read, Delete)
9
Single Sign-On (SSO)
7
Responsive Design for Web Access
8
Mobile Application
9
Dashboard / Report / Visualization Interactivity on Mobile
9
REST API
9
Javascript API
9
iFrames
7
Java API
8
Themeable User Interface (UI)
9
Customizable Platform (Open Source)
6