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Online Reporting System

Current client reporting system can be accessed here.

Contact Center CEM

As the last person your customer talks to before deciding what to do next, your contact center agents are on the front line. With SMG AgentTrack, we help turn those interactions into an opportunity to close the loop, improve satisfaction, increase efficiency, and drive customer loyalty. And with SMG InForm—our digital comment card— you can ensure customers always have a place to go when they have something to share.


Contact Center Measurement

SMG AgentTrack collects data at the point of contact—whether it’s phone calls, emails, or chat sessions—so you can see how individual agents, full teams, and even entire centers are performing in real time. But more than that, we give you the insights and tools, like coaching reports and alerts, to elevate the experience at each level.

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Digital Comment Card

SMG InForm allows you to collect unsolicited feedback so you can keep an open line of communication and a closed loop on customer issues. And because all of the data filters into the smg360® reporting platform, you can turn their feedback into actionable insights with tools like text analytics and real-time alerting on time-sensitive issues.


Featured Resources

Your contact center is a critical touchpoint for building better consumer connections

Delivering a seamless, cross-channel experience has gone from ideal to mandatory— 74% of consumers use three or more channels when interacting with a brand, and 65% would cut ties over a single poor experience. That means your contact center has to provide friendly service and prompt resolution to deliver an optimal experience. SMG AgentTrack gives you the tools you need to ensure this critical step in the consumer journey takes your brand in the right direction.

AgentTrack helps you:
  • Integrate contact center reporting with other CX channels
  • Monitor and coach agents on key performance measures
  • Close the loop efficiently and effectively with real-time alerts