www.metricasystems.com :-

- CenterWorks
  - CenterWorks is the most comprehensive Contact Center Performance Management (CCPM) solution available in the industry today.
- VoiceWorks
  - VoiceWorks is an IVR analytics solution. Its powerful analytics and caller behaviour visualization features help analyze and improve the experience that customers go through in the self-service process within the IVR.
- SiteWorks
  - SiteWorks is an advanced website analytics solution. This innovative solution discovers the experience that the customers go through in a website and identifies issues that might affect their experience.
- FloWorks
  - FloWorks is a back-office business process automation and performance management system. It streamlines the white mail based customer service channel.
- ReportWorks
  - ReportWorks is a general purpose business intelligence tool meant for enterprise MIS reporting automation.
- PredicaWorks
  - PredicaWorks is the customer experience data mining solution from Metrica Systems.

In today’s hypercompetitive market, it is a significant challenge to retain existing customers and to attract new customers. To retain the existing customers, their experience with the company should be made smooth and pleasant. All their interactions with the company must be recorded and analyzed to uncover the hidden sources of poor customer experience that leads to dissatisfaction and attrition. It is important to identify the patterns of behavior that customers exhibit to resolve their problems, regardless of channel, reason or time of contact.

While there are many sales and marketing analytics tools to target and attract new customers, there are not many tools for customer service delivery optimization....