DATA & ANALYTICS

Data-Driven Decisions. Real-Time Results.

Empower your contact centre with intelligent, human-centric AI solutions that enhance every interaction.

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Data

Data & Analytics Matter in Contact Centres

Every call, chat, and customer touchpoint contains valuable insights.  At CloudWave, we help contact centres harness their data with intuitive, scalable analytics

  • Optimise Agent Performance: Identify coaching opportunities, monitor KPIs, and drive service consistency across teams.
  • Enhance Customer Experience: Uncover sentiment trends and journey pain points to personalise support and reduce churn.
  • Drive Smarter Decisions: Empower leaders with real-time dashboards and predictive analytics to guide strategy.
aws

Powered by Amazon QuickSight

Our data and analytics solutions are built on AWS QuickSight, Amazon’s cloud-native BI service designed for high-performance analytics at scale. Whether you’re a team leader, CX director, or operations manager, QuickSight helps you visualise the metrics that matter most—without complex setup or high licensing costs.

01

Interactive Dashboards

View real-time KPIs, trends, and SLA performance in easy-to-read visual formats.

04

Scalable & Serverless

QuickSight automatically scales to meet your data needs—no infrastructure to manage.

02

Embedded Analytics

Bring insights directly into your applications, agent desktops, or customer portals.

05

Cost-Efficient

Only pay for what you use with true usage-based pricing.

03

ML Insights

Spot anomalies, forecast volumes, and identify performance gaps with ML-powered intelligence.

06

Secure

Control who sees what with fine-grained permissions, ensuring data integrity and compliance.

Ready to Turn Data into Decisions?

Speak to a CloudWave analytics consultant and see how embedded BI can elevate your contact centre.

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bUSINESS

Built for Every Role
in the Contact Centre

From frontline leaders to strategic decision-makers, everyone gains the visibility they need to drive better outcomes.

Executives

Get high-level reporting on CX trends, operational efficiencies, and business KPIs.

  • Gain clear visibility into customer trends, cost efficiency, and operational performance.
  • Make informed strategic decisions with real-time and historical CX data at your fingertips.
  • Track KPIs across teams, channels, and geographies—anytime, anywhere.

Agents

Monitor team and agent performance, adherence, and call outcomes in real time.

  • Get real-time feedback on performance metrics like handle time and customer sentiment.
  • Access personalised dashboards that highlight areas for growth and achievement.
  • Use data-driven coaching insights to boost confidence, engagement, and service quality.

FAQ's

How does CloudWave help contact centres turn data into actionable insights?

We centralise and visualise data from across your contact centre—calls, chats, agent performance, customer sentiment, and more—into real-time dashboards and custom reports. This enables faster decision-making, service optimisation, and data-driven CX improvements.

What analytics platforms does CloudWave work with?

CloudWave integrates with leading tools such as Amazon QuickSight, Google Looker, and Power BI. We also build custom data pipelines using AWS Glue, Redshift, and BigQuery to support advanced analytics, forecasting, and AI-powered insights.

Can CloudWave support predictive and AI-driven analytics?

Yes. We implement predictive analytics models to anticipate call volumes, detect churn risk, and recommend next best actions. Our AI-powered dashboards surface hidden trends and enable proactive CX strategy adjustments—before issues escalate.

Is my data secure in CloudWave’s analytics environment?

Absolutely. We follow strict security protocols, including data encryption in transit and at rest, role-based access control, audit logging, and compliance with ISO 27001, GDPR, and other relevant standards. Your data stays protected and private at all times.