I'm a call center consultant and I use Microsoft BI to receive in-depth metrics. I download the metrics from the contact center and then I can figure out what's going on in the contact center. Additionally, if we integrate it with other tools and databases, et cetera, we can receive a better understanding of what is happening. For example, we had a customer that made products for Costco and Walmart and if they had an engineering issue or a problem, they don't find out about it until they saw the orders from the engineering team explaining what the issue was.
We added a screen to the agent's desktop and listed the model numbers of the products and then used Microsoft BI analytics to see what particular problem happened to what product. The executive could drill down and hear the calls as to what the customer was saying about the issue.
The executives liked the data, the engineers liked hearing what the customers were saying about the certain product that had an issue.