AI TOOL PROFILE
Datatrack Review: Contact Centre Analytics Software
- Customer Support
- Contact Center
- Contact centres
- Customer support teams
- Organizations with unified communications estates
- Operations managers overseeing call handling
Pricing
Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
At a glance
- Best for
- Contact centres, Customer support teams, Organizations with unified communications estates, Operations managers overseeing call handling
- Key use cases
- Compliance Management, Telephony Cost Control, Agent Coaching, Customer Journey Improvement, Operational Performance Monitoring
- Integrations
- Microsoft Teams integration
- Official website
- Visit datatrack official website
How AI is used
Datatrack is a suite of analytics and management tools for contact centres and businesses using unified communications (UC&C) platforms. The software focuses on collecting and repurposing communication data in real time to help managers make informed operational decisions.
It is designed for contact center managers and operations leads who need to monitor agent performance, track telephony costs, and manage compliance. The platform includes specific tools such as CMS4 for call accounting and Tracxion for customer experience management.
Key capabilities include AI-led analysis for compliance and real-time interventions to support agents during calls. Buyers should note that Datatrack has merged into the QPC brand, though current services and contracts remain active.
Interested buyers should confirm how the various product modules—such as Storm, SuperDirectory, and Orbitel—align with their specific call handling and data requirements.
Key Features
Real-time Data Collection
Collects and repurposes communications data in real time to support operational improvements.
AI and Machine Learning Analysis
Uses AI-led analysis to provide compliance insights and trigger real-time alerts for agents and team leaders.
CMS4 Call Management
A system for capacity management, call accounting, and quality of service reporting.
Fraud Detection
Monitors telephony usage to identify and alert the organization to internal and external toll fraud.
Cross-Charge Billing
Supports the allocation of telephony costs to specific employees, teams, or departments.
Capacity Management
Measures traffic at gateways or trunk groups to produce grade of service reports.
Use Cases
Compliance Management
Using real-time notifications to prompt agents on desktop processes and DPA compliance statements.
Telephony Cost Control
Validating service provider phone bills and allocating costs across different user groups.
Agent Coaching
Using real-time speech triggers and performance data to support employee engagement and coaching.
Customer Journey Improvement
Analyzing communication data to help reduce customer effort and repeat calls.
Operational Performance Monitoring
Visualizing communications consumption in virtual real time to support data-driven decisions.
Integrations
- Microsoft Teams integration
FAQ
What does Datatrack do?
- Datatrack provides software for contact centres and unified communications, focusing on real-time data collection, AI-led compliance analysis, and call management.
Who is Datatrack designed for?
- It is designed for contact centres, customer support teams, and organizations managing a unified communications (UC&C) estate.
Does Datatrack integrate with Microsoft Teams?
- Yes, the CMS4 Call Management System specifically includes Microsoft Teams integration.
How can Datatrack help with compliance?
- It uses machine learning and AI to provide real-time notifications to agents regarding processes and compliance statements during calls.
Source category: Customer Support
Source subcategory: Contact Center
More tools in Customer Support
Other published listings in the Customer Support category.
More tools in the Contact Center software type
Related listings that share the same software type for comparison and shortlisting.
