Call Center Analytics To Better Understand!
November 29, 2021

Call Center Analytics To Better Understand!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with PanTerra Streams

Implementation was pretty straightforward and support very responsive. Also, internal processes and interaction with team and with clients was seamless. Moreover, implementation of this required some bit of discussion since the features are a little bit sophisticated which is great, and the best way of benefiting from this is through a lot of internal discussion on how to identify and customize more for our specific needs.
PanTerra Streams is used for being able to share collaborative documents as links, documents, files, and any multimedia to other colleagues at work. It also is to help out with audio and video related calls, and improve on the efficiency around communication. Also, syncing files and working in an admin capability on for document sync.
  • File sync.
  • Consolidation of formats (files).
  • Collaboration.
  • Expanding to more verticals.
  • API development option within dashboarding.
  • Automation of reports.
  • Call center analytics.
  • Improved granularity on reporting and analysis.
  • Collaboration.
A lot of the features are there and identified, now it is something where all can get value when they work with it and customize it a bit more for their specific needs. Also, team messaging and unified communication are major players and benefits we have realized as well and good level of support.
PanTerra Streams has been able to provide more on the analytics front, unified communication and where we can relay a lot of the architecture for the removal of legacy system work. Also, it is a game-changer in what we can do working forward on for any data analysis and consolidating that functionality for use going forward.

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Invoca has been more on cloud-center and call center data around for an SEO functionality for marketing campaigns. PanTerra borrows on the same start but does not center for SEO or marketing, instead high-end KPI reporting while Invoca is to be used more for the VOC (Voice of the Cusomter) analytics instead.
I would say for analytics around call volume data and different traffic analysis layers, there is a lot of business intelligence reports and analytics provided which this is done well. Also, collaboration on re-sharing and document collaboration is done effective. Less beneficial is if there needs to be on API development and automation.