Reporting

Whilst the primary focus of PCI-PAL is to ensure your contact centre environment is PCI compliant, PCI-PAL customers also benefit from improved reporting and visibility of calls.

The beauty of PCI-PAL is that it need not have any affect on your existing telecoms operational performance. There is no interference with in-house ACD and as such call centre performance reports will not need to be changed to accommodate the service.  The only changes from a reporting perspective are the additional benefits that PCI-PAL can bring to your business.

All calls route through the PCI-PAL network, a tier one hosted, triple sited, resilient infrastructure.  The PCI-PAL network benefits from a vast array of features born out of our origin activities of bespoke IVR and call reporting analytics.  These features by no means replace your internal management information, but instead add another layer of visibility to the call traffic flowing through to your call centre.  The call control suite of products includes the following:

• Call reporting by dialled number, CLI, time of day, terminating DDI
• Call analysis by length of call, duration of answer, cost, termination reason
• Graphical reporting (including easy-download features):
  • Line graphs / Bar graphs / Pie charts / Geo mapping
• Spend analysis of minute charges and monthly fixed charges

The reporting suite can be used to interogate first line call traffic before it reaches your contact centre, analysing peaks and troughs, and caller behaviour in many different ways.