To help businesses move beyond basic reporting and gain a deeper understanding of their operations, customer behavior, and agent performance, Squaretalk now integrates with Power BI, Microsoft’s business intelligence and data visualization platform.
Competitive Advantage
The integration with Power BI allows Squaretalk clients to automatically send their performance data to their PowerBI dashboards in order to create visual reports and combine it with performance data from other sources. This real-time data transfer ensures enhanced analytics, visibility, and improved data-driven decision-making for companies of all sizes. Instead of wrestling with spreadsheets or scattered reports, managers and admins can easily understand their contact center performance at a glance.
This is a significant benefit for businesses of all sizes, from small to large enterprises, across various industries that rely on their contact center as a strategic asset.
Some typical use cases of combining contact center data with Power BI in different industries are:
- Businesses with outbound-heavy operations for sales, telemarketing, or debt collection build Call-to-Conversion funnels to track how many calls turn intro conversions, meeting or solved cases.
- Industries where customer service issues are complex and have significant monetary or legal implications, like Financial Trading platforms, Healthcare, Insurance, Travel, often build Root-Cause Analysis dashboards to identify recurring issues (platform downtime, login errors, etc.)
- Companies communicating with potential and existing customers across multiple channels, like iGaming providers, Banks, or Retailers build cross-source Promotion and Campaign Impact to analyze how marketing pushes affect inbound call/chat volumes.
- Businesses that experience significant fluctuations in demand, like E-Commerce, Tax Advisors, or Educational institutions often build Return and Refund Monitoring dashboards to spot spikes in refund request after campaigns or product launches.
- Global companies operating in different regions and time zones, like BPOs and international IT Support Centers can even build Cost Efficiency by Region dashboards to evaluate where operations are most cost-effective without compromising quality.
- Businesses with complex operational structures and specialized departments for sales, billing, fraud prevention, compliance, and technical support use PowerBI to track time-to-resolution with Case Resolution Dashboards.
From Raw Data to Actionable Insights
Power BI visualizes data from the Suqartealk platform and other sources, like CRM systems, automation tools, and third-party services, for a unified view of the entire customer journey.
The integration enables you to:
- Protect raw data from accidental (or malicious) tampering with read-only permissions.
- Use the copied data to create up-to-date custom reports to identify bottlenecks, monitor KPIs, and uncover practical insights.
- Utilize interactive charts, graphs, and maps to forecast trends, model agent performance, anticipate call spikes, and optimize scheduling.
- Quickly pinpoint the underlying reasons for problems, like sudden spikes in call volume about a specific product or a decline in customer satisfaction in a particular target region.
- Understand which channels (voice, WhatsApp messaging, SMS, etc.) are most effective for different types of inquiries, and allocate resources accordingly.
- Automate routine reporting and set up intelligent alerts when key metrics deviate from acceptable ranges.
- Share insights and reports across departments, breaking information silos and ensuring service, sales, and marketing teams are aligned.
Want to Levarage Power BI for Your Business?
Connect with Squaretalk’s team to discuss how you can turn your contact center data into compelling visual stories that drive smarter business decisions.
About the Author
Yulia Vushkova
Yulia Vushkova is a Marketing Specialist at Squaretalk. She focuses on helping businesses optimize sales and customer support interactions.
