Financial Services

Financial Services CDR Reporting & Analytics

Impact your entire financial organization with accessible, usable, and valuable call data.

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Infortel Select is the trusted CDR reporting and analytics choice of banks, credit unions, insurance companies, investment brokerages, and finance companies. Gain unmatched visibility into employee, customer, and partner communications processes and interactions. Identify the most important call touchpoints and measure ongoing performance. Link improvements in customer experience with desired business outcomes. Quickly secure call history reports to support compliance requests.

Impact on Compliance

Complete and searchable historical call activity visibility and fast, flexible ad hoc search tools. Maximize user-definable service thresholds and automatic call flagging to spot preventable violations.

Impact on Information Technology

Complete call visibility you need to reduce net telecom expenses, provide business line managers self-serve report generation access, monitor QoS, and provide departmental telecom service chargebacks.

Impact on Contact Centers

Complete cradle-to-grave caller experience level visibility from multiple call segments on a single report. Support for Native Call Queuing and agent statistics; call volume, routing, and queue information; trend reporting; device-level tracking; and more.

Impact on Branches

View and analyze branch location call data regardless of how many communications platforms you’re running. Managers can easily pull their own reports with customized views most relevant to their workflows and KPIs.

"Customers perceive call centers as the most important communication channel for personal banking services. More importantly...customer experience in call centers affects customer satisfaction twice as much as other digital channels like virtual assistants."

Customer-centricity: Key to success at bank contact centers

Deloitte Insights

How has the pandemic affected call center operations?

Among the company functions hardest-hit by the Covid-19 pandemic has been customer service. An analysis of more than one million customer service calls showed dramatic increases in customer anxiety and frustrations as call center agents struggled to maintain high customer experience levels.

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Experience the power of Infortel Select

Unified Communications has changed telecom and the ways we communicate. To secure the CDR reporting and data analytics visibility you need to access and use trapped call data, manage telecom infrastructure, monitor customer experience and employee productivity, and secure historical records, you need the power of Infortel Select.

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