CenterWorks
CenterWorks is the most comprehensive Contact Center Performance Management (CCPM) solution available in the industry today. It measures, monitors 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 select the KPIs, set-up performance targets, monitor customer experience and internal metrics through customizable dashboards, drill-down reports and workflows. CenterWorks is a modular solution and hence customers can pick and choose only the modules that they require.
Use of data mining technologies such as predictive analytics and artificial intelligence provide the managers with tools to understand the behaviour of various customer experience impacting metrics for performance optimization.
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.
Salient features of CenterWorks are :
- 360 degree KPI analytics for performance management
- Dashboards, Scorecards & Reports - Real-time management of service level
- Tools for agents self-correction
- Multi-tenant, web based Solution
- Suitable for in-premises and hosted contact centers, SaaS deployments and outsourcing service providers - Vendor agnostic integration - adaptors for all the leading ACD, Dialer, QM & WFM vendors
- Performance improvement methods using predictive analytics
- Identification of ‘what will happen’ from ‘what has happened'
- Identification of behavioral patterns of various KPIs such as CSAT, # Calls, ASA, AHT, FTR etc
- ‘What if’ scenario analysis
- Root cause analysis
- Attrition Analytics for better staff retention - Customizability
Business benefits of CenterWorks are :
- Complete control over customer experience in the contact center
- Accurate and quick operational decision making
- Transparency in performance management
- Reduction in overall cost of operations - Increase in agent productivity by self-correction
- Improvement in effectiveness of supervisors and managers substantially
- Reduction in MIS reporting system development, maintenance & staff costs by up to 60%
CenterWorks 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 insight into customer interaction
