Metrica Systems - Customer Experience Analytics, Customer Experience Management, CEA, CEM, Contact Center, call centre, IVR, Web 2.0, Performance Management, Productivity Improvement, service performance, CCPM, Contact Center Performance Management, Desktop analytics, agent, customer service, ACD, WFM, CRM, Dialer, Quality, Merced, Clickfox, Genesys, contact centre, call center, SLA

Multi-Channel Service Excellence

Enhance Your Customer Experience and Operational Efficiency

Metrica's solutions are designed ground up to drive your key strategic initiatives such as improving customer contact experience, reducing operational costs and increasing revenues. Unified Customer Experience Analytics (Unified CEA) framework from Metrica helps organizations execute their strategic initiatives more rigorously in a holistic and cost efficient manner.

Ensuring consistent customer experience across all the customer touch points in order to reduce churn and improve loyalty are the key benefits of Metrica's refreshingly new approach to improve your customer experience.

Performance Management Solutions To Drive Your Strategic Initiatives

Customer Experience Improvement

Align performance goals with strategic objectives for operational excellence.
Manage customer service metrics like service level, AHT, hold time, wait time, quality etc in real-time.
Improve First Call Resolution rate.
Enhance IVR Self-service experience.
Monitor and Respond to Social Media Customer Feedback

Operational Costs Reduction

Increase workforce productivity.
Improve supervisor effectiveness.
Monitor agent desktop application usage.
Reduce calls to live agents.
Reduce MIS costs.
Enhance management control via executive dashboards.

Revenues Improvement

Monitor sales KPIs more rigorously.
Improve incentive management.
Offload routine tasks like MIS reports preparation from supervisors to help them coach agents better.
Empower staff with actionable data through multi-dimensional reports, KPIs, dashboards, alerts, trend analysis etc.
Analyze CRM data.

Outsourced Partner Performance Improvement

Monitor Outsourced Contact Center (OSCC) partner KPIs on a daily basis.
Benchmark and compare OSCC partners performance and provide timely feedback for improvements.
Ensure strict SLA adherence and accurate invoicing by partners.

Solutions Studio

Customer Testimonial

"Metrica's CenterWorks Unified Analytics platform has empowered us with data based decision making capabilities to boost our customer experience and efficiency in the Contact Center, IVR and VAS channels. It's extensive set of integration adapters for various Contact Center systems has helped us achieve the end to end analysis of customer interactions across systems, channels and geographies."

– Raman Sharma, GM- CCT, SDP & VAS (IT), Videocon Mobile