CenterWorks – Contact Center Performance Management (CCPM) Suite

 

CenterWorks is Metrica's Contact Center Performance Management (CCPM) platform. It is part of Metrica's Unified Customer Experience Analytics framework that analyses the customer experience across all the contact channels holistically in order to provide strategic insights into customer interactions.


CenterWorks monitors, measures, and improves the customer experience and workforce productivity in the most common and critical customer contact channel, the contact center. It is a robust, custom-built operations support system that allows the CC managers to build reports, select the KPIs, set-up performance targets, monitor customer experience and internal metrics.


CenterWorks integrates with various systems such as ACD, CRM, Dialer, WFM, ERP etc through data integration adapters. Adapters for all the industry leading vendors' products are available. It is a modular solution and hence customers can pick and choose only the modules that they require

 

 

 

 

Salient features of CenterWorks are :

  • Very Comprehensive Contact Center Performance Management (CCPM)
          - Unified view of nearly 150 business metrics across contact channels
          - Inbound, Outbound & Back-office solutions
  • Modular Solution
          - Contact Center, IVR, CRM, Web, Back-office & Social Media VoC Analytics modules
  • Multi-vendor Integration
          - Adapters for all the leading ACD, IVR, Dialer, WFM & CRM vendors (Avaya, Siemens, Nortel, Aspect, Genesys,
            Cisco, Cosmocom & Siebel)
  • Metrics Reporting
          - Volume of calls / cases handled, AHT, Sales - SPH/SPD, CPH, TAT, Login hours, Conversion, Contact rate,
            number of agents on the floor etc.
          - FTR, Formula based, agent schedule adherence etc.
          - Fatal Accuracy Rate , Non-Fatal Accuracy Rate, Errors Analysis etc.
  • Multi-dimensional Historical Reports
          - Line of Business, Site, Team, Agent and Date-wise drill down reports
  • Executive Dashboards
          - Dashboards, Scorecards & Multi-dimensional Reports
  • Real-time management of service level
  • Multi-tenant, web based Solution
          - Suitable for in-premises and hosted contact centers, SaaS deployments and outsourcing service providers
  • Ease of Customizability

Business benefits of CenterWorks are :

  • Better Control over Cross-channel Customer Contact Experience
  • Improved Contact Center Operational Efficiency
          - Increase in agent productivity by 5 to10%
          - Improvement in supervisor effectiveness by 10 to 20%
          - Reduction in MIS costs by up to 60%
  • Higher IVR and Web Self-service Effectiveness
          - Increase in self-service completion rate by 2 to 5%
  • Outsourcing Partners Performance & Relationship Management
  • Enhanced Customer Loyalty and Revenues