Omnichannel Communication Analytics & Reporting
Actionable insights through powerful analytics & reporting tools
Track, analyse, and optimise your business communication across all channels to gain deeper insights into performance, improving decision-making and customer experience.
Listen to the Voice of Your Customer with Speech Analytics
Telviva’s partnership with CallBi delivers cloud-based speech analytics, providing actionable performance and sentiment insights by analysing customer interactions across all digital channels and tracking key metrics.
- Supports over 30 South African and international dialects, including English isiZulu, Afrikaans, Sesotho, isiXhosa and Setswana.
- Identifies emotional cues, speech patterns, and service quality trends.
- Delivers actionable insights to improve customer satisfaction and engagement.
Optimise Contact Centre Performance with Quality Assurance Analytics
Genii Analytics is a powerful analytics platform that enhances quality assurance and consistency across customer interactions by utilising Human-led Deep Conversational Analytics.
- Access detailed dashboards that track metrics such as first-call resolution, average handling time, agent performance, and customer sentiment.
- Identify skill gaps, training opportunities, and workflow inefficiencies.
- Improve operational efficiency through data-driven decision-making.
Clarity on Your Technology Expense Management
Telviva partnered with ApexBI, to provide a powerful TEM platform form with Telviva Clarity. It gives businesses a complete picture of all their expenses in one place. It specialises in call tracking and cost management to improve business communication and provides insights into Microsoft Teams.
- Track and visualise all expenses in one unified platform with Telviva Clarity.
- Identify cost trends and detect billing errors before they affect budgets.
- Gain full visibility into Microsoft Teams usage and call analytics.
Hyper-Analytics for Enhanced Quality and Efficiency
OnviSource’s AI-powered hyper analytics solutions are designed to enhance overall business performance.
- Boost customer loyalty and satisfaction.
- Optimise workflows with predictive insights and automation.
- With real-time quality assurance tools and hyper-analytics, make informed business decisions backed by omnichannel data.
Understanding Omnichannel Analytics
Omnichannel analytics connects and interprets customer data across every communication channel — from voice and chat to email, social platforms, and other digital touchpoints. By understanding how customers move between channels, businesses can improve engagement and service quality.
- Gain a complete view of the entire customer journey.
- Improve customer engagement and retention.
- Enhance reporting strategies and business intelligence.
Benefits of Omnichannel Communication Analytics
Implementing a strong omnichannel analytics strategy enables your business to measure the entire customer experience and make smarter, more proactive decisions.
- Actionable insights for better decision-making.
- Predictive analytics to identify opportunities and risks.
- Better understanding of customer behaviour and expectations.
Reporting Strategy and Data Visualisation
A powerful reporting strategy gives your organisation the clarity to measure success and continuously improve. Telviva’s reporting tools help you create visual, data-driven dashboards and track your most important KPIs in real time.
- Build custom dashboards aligned with your KPIs.
- Share insights and analytics with key stakeholders.
- Integrate data from multiple communication platforms.
The Future of Analytics
The future of analytics is intelligent, predictive, and deeply integrated.
- Smarter forecasting and personalised reporting driven by AI-powered tools like Telviva.
- Real-time optimisation that enhances workflow efficiency and overall business performance.
- Continuous data innovation enabling deeper customer insights and greater organisational agility.
Take the Next Step
Turn your communication data into actionable insights. With Telviva’s analytics and reporting solutions, your organisation gains clarity, efficiency, and measurable growth. Discover how Telviva Analytics can transform your business , contact us today.
Frequently asked questions
Got questions?
We’ve got answers! Explore our FAQs to find quick solutions, helpful tips, and everything you need to get the most out of your experience. If you don’t find what you’re looking for, click on the chat to us feature.
What types of analytics does Telviva provide to improve customer service?
Telviva offers real-time and historical analytics, including agent performance metrics, call volume trends, and customer satisfaction data. These insights help businesses monitor operations, identify bottlenecks, and enhance service quality.
How can Telviva’s reporting tools help my business make better decisions?
Telviva’s reporting tools provide customisable dashboards and detailed reports that deliver actionable insights. By analysing key performance indicators (KPIs) like call resolution rates and wait times, businesses can optimise workflows and improve decision-making.
What is the benefit of having an omnichannel reporting strategy?
An omnichannel reporting strategy ensures that all customer interactions are captured and analysed collectively, providing a 360-degree view of the customer journey. This allows businesses to identify performance gaps, optimise service delivery, and improve customer retention.
Does Telviva support integration with other platforms for analytics?
Yes, Telviva’s analytics and reporting features are designed to integrate seamlessly with third-party systems, allowing businesses to consolidate data from multiple sources for a comprehensive view of performance and customer interactions.
How does Telviva's speech analytics give us a competitive edge in understanding our diverse South African customers?
Telviva, through its partnership with CallBi, offers a significant competitive edge in the diverse South African market. CallBi’s speech analytics is uniquely designed to support over 30 regional and international dialects, including all major South African languages and mixed-language conversations, unlike many international solutions.
What advanced quality analytics tools does Telviva use to optimise the performance of contact centres?
Telviva leverages a suite of advanced quality analytics tools to optimise contact centre performance: Speech Analytics (powered by CallBi), Quality Assurance Analytics (powered by Genii Analytics), Omnichannel Communication Analytics and Telviva Clarity. These tools collectively provide a comprehensive view of contact centre operations, enabling businesses to identify bottlenecks, optimise workflows, and make data-driven decisions for enhanced efficiency and customer satisfaction.
Why is data visualisation important for communication analytics?
Data visualisation transforms complex datasets into clear, easy-to-understand visuals that reveal trends and performance indicators at a glance. Telviva’s custom dashboards make it simple for teams to act quickly on insights that drive measurable improvements.