RingCentral RingEX ANALYTICS™
Call analytics
Unlock critical insights in real-time and from historical data, make decisions, and take meaningful action with call analytics powered by RingCentral RingEX Analytics™.
Call analytics solutions and reporting tools that help grow your business
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What is call analytics?
Call analytics, or phone call analytics, is the process of collecting, analyzing, and deriving insights from phone call data. In general, businesses use call analytics to gain a deeper understanding of customer interactions, sales and marketing activities, or their internal business processes.
There are many different strands to call analytics, and the insights you can derive differ from one to the next. For instance, call tracking analytics is one subset. This focuses on identifying which marketing materials or campaigns generated the call for the purpose of marketing attribution. That’s useful information as it helps businesses to gauge the success (or otherwise) of different campaigns, and use that insight to plan future endeavors.
On the other hand, call analytics can be more focused on existing customers and the service they receive from your business. For example, you might use AI-powered call analysis to identify the most common keywords, phrases, or topics of conversation in customer calls. This can help you pinpoint recurring customer pain points and issues, which you can then take steps to alleviate.
Two main types of call analytics
As well as being able to uncover a broad array of different insights, call analytics can also use two different types of data to source those insights; real-time and historical data.
Real-time call analytics
Real-time call analytics involves assessing and deriving insights from calls as they happen. It’s a variety of call analytics made possible by the rapidly evolving technology in the contact center industry.
For instance, real-time sentiment analysis can help to flag ongoing calls where customers are getting frustrated or upset. A supervisor or manager can then give the relevant agent the support they need—or, in extremis, take over the call—to ensure it gets back on the right track.
Historical call analytics
This is the more traditional form of call analytics. It involves analyzing historical phone call data—in the shape of contact center reports, call recordings, and AI transcriptions, for example—and pinpointing trends and patterns.
For example, you might spot your busiest periods for inbound calls from data on call volumes. You could spot that callers to one of your departments are kept in a queue far longer than others. Or, you may notice that a significant portion of callers all ask the same question. These are all patterns that, once identified, you can respond to to improve your operations.
Everything you need from call analytics software
The best call analytics software works seamlessly with your business communications platform to help you make data-driven decisions that drive your company forward. That’s exactly what you get with RingCentral RingEX Analytics, your call analytics app built right into a unified communications platform.
Business analytics for more breakthroughs
Call analytics and reporting tools for making confident business decisions, every time.
Customizable and flexible
Get answers to your most critical questions by customizing what you see with intuitive, easy-to-use interfaces. Use pre-defined templates or start from scratch with no special skills required.
Keep everyone informed
Stay on top of what’s happening with report subscriptions, wallboard views, and data-driven alerts delivered right to your inbox.
Optimize and respond
Eliminate disruptions and ensure maximum value.
Respond to issues quickly
Reduce your ticket volume and time-to-resolution by proactively troubleshooting issues in real-time from anywhere. Identify problems quickly with detailed metrics, alerting and quality scoring.
Maximize return on investment
Make sure you’re getting the most out of your investment with detailed, user-level usage metrics across your entire message, video, and phone platform.
Benefits of call analytics
Your phone interactions with customers, prospects, and even your colleagues can be a treasure trove of information and insight. With the right call analytics solution, you can:
Boost customer experience
Accurately analyzing call data can help you improve customer experience (CX) in a range of ways. You can identify issues like long call queues or low first call resolution (FCR) rates and take steps to rectify these. AI transcription and analysis of customer calls, too, can help you pinpoint the most common customer issues and pain points. From there, you can act to either solve those problems proactively or provide answers on FAQ pages or in knowledge bases.
Make data-driven decisions to improve sales and marketing
Call analytics also helps unearth trends and patterns that can help inform sales and marketing efforts. This is vital as future campaigns based on real-world data—rather than intuition or experiment—are far more likely to succeed. For example, call tracking analysis might help you pinpoint a particular campaign which encouraged far more calls from leads than others. You’d then know to emulate elements of that campaign in future.
More easily monitor compliance
Storing and analyzing call recordings and transcripts can also make it easier to stay on top of compliance in your contact center or business. You’ll more quickly be able to recognize if your team members are going off-script or giving out information that may not meet compliance guidelines. With real-time call analytics you could even rectify the issue then and there.
Streamline internal processes to improve efficiency
Analyzing metrics like average wait time and call abandonment rates can help you to recognize internal issues like understaffing or poor agent utilization. From there, you can tweak scheduling, workflows, and more to improve efficiency and productivity in your business.
Real-time monitoring has never been easier
Fine-tune workflows and deliver a better customer experience with Live Reports.
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Call tracking analytics and reporting tools for every department
Effective call analysis can make a big difference to many elements of your business. Call analytics tracking can uncover vital insights to inform future sales and marketing campaigns. Customer service and even your internal IT departments, too, can benefit from the transformative effect of well-implemented call analytics:
RingCentral RingEX ANALYTICS™ FOR SALES
Call tracking software that elevates your sales teams
Identify the habits of highly successful salespeople and provide pathways to make everyone a top performer.
- View call tracking patterns in real-time whether they’re in the office, on the road or working remotely.
- Use communication metrics to reward top performers, set KPIs, simplify decision-making and train new salespeople.
- Send weekly status reports to sales leaders.
RingCentral RingEX ANALYTICS™ FOR CUSTOMER SERVICE
Strengthen your relationships with customers and staff
Optimize your customer resources with a call analytics platform that offers insights into time spent on billing questions, collections, invoicing, and other customer service issues.
- Track customer engagement across their entire experience by measuring talk times, call volume, hold times, and other critical metrics.
- Identify optimal staffing needs based on time of day and day of the week, ensuring happy employees and happy customers.
- Quickly re-route phone calls in real-time to idle staff based on sudden changes in demand.
RingCentral RingEX ANALYTICS™ FOR MARKETING
Understand your customers with call tracking and analysis
Collect valuable insights on what's meaningful to your customers and prospects based on interests, location, and preferred channels.
- Track local number routing to identify your customer's geographic region.
- Measure call queues based on caller interest (product category, promotion response, etc.).
- Measure RingCentral WebinarTM performance to better understand your customer's engagement.
- Measure campaign performance and adjust on the fly.
RingCentral RingEX ANALYTICS™ FOR IT PROFESSIONALS
Keep everything running smoothly
Use live call and video meeting data to ensure your customers, partners, and employees have the best experiences in a hybrid world.
- Get live and historical meeting and call tracking data delivered in a helpful, detailed summary that can be viewed on any device.
- Customize views without the need to export data to other tools. Developer APIs are also available.
- Detailed quality metrics provided across mobile, web, devices, or RingCentral Rooms.
See how our analytics stack up
Take a closer look at what’s out there and what’s inside RingCentral RingEX Analytics™.
Real call analytics results from real customers
Explore case studies, stories, testimonials and more from real RingCentral RingEX Analytics™ customers.
CUSTOMER STORY
Brinker International
Brinker International, owner of the Chili’s and Maggiano’s Little Italy restaurant chains, leveraged call analytics via RingCentral to ensure no to-go order calls get missed.
CUSTOMER STORY
Geotab
Learn how Geotab, a leader in telematics, boosted the cost-effectiveness of their agent utilization by more than 20% thanks to RingCentral call data reporting and analytics.
Our secret weapon isn't secret anymore
RingCentral ranked the clear leader for analytic capabilities by the Tolly Group.
Call analytics FAQs
Inbound call analytics is the collection and analysis of data related to calls made to your business—otherwise known as inbound calls. Outbound call analytics is the name given to the same process but when applied to calls made by your business—outbound calls.
Our analytic and call tracking solutions are considered by most to be leading the industry in depth and breadth.
But don’t take our word for it. Read a few of our customer success stories to find out how our top-of-the-line call tracking software and data analysis has helped businesses of all sizes.
Yes, you can use our analytics to view call tracking history.
However, we go way beyond call logs. Once you use our analytic applications you may never want to go back to the painful process of exporting your call tracking data.
Our customers have used our call tracking software and business analytics to build their own visuals using simple drag and drop interfaces, and report directly from any browser, even on mobile.
Most of our call analytics and data reporting tools are currently available free for our Advanced RingCentral RingEX subscribers or above. Our Live Reports application, which is designed for real-time phone call queue monitoring, is available as an add-on and requires an additional fee. It’s just that simple.
Absolutely! We’re very excited to announce updates to our analytics API which is used extensively by our developer community. You can learn more by going here.
Yes. If you must, exporting data to another application is easy. Although, you might fall in love with the built-in analysis tools we provide.
We take full blame if those applications start gathering dust. If you’re trying to build a consistent automated process, we’d suggest you take our call analytics APIs for a spin.
If you have our RingCentral RingEX Advanced suite or above, your RingCentral administrator can add you to the appropriate security groups.
After that simply go to: https://analytics.ringcentral.com to get started. If you’re interested in Live Reports, contact your sales representative, and ask them to add Live Reports to your account.
Once added, your admin can purchase and assign licenses to whomever needs them in the billing section of our service portal.
Make call analytics your decision-making secret weapon
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