Metrica Systems - Web 2.0, Collaborative, wiki,blog, RSS, Dashboard, widget, graphs, Forum, Collaboration, Performance Management, Business Intelligence, BI, Customer Service Portal, Intranet, Contact Center, Contact Centre, Call Center, pervasive, departmental portal, KPI, Enterprise 2, BI adoption

CollabWorks

Web 2.0 is an unstoppable trend and it is opening up unlimited possibilities in information sharing and collaborative work among workgroups. Metrica’s CollabWorks is a comprehensive Web 2.0 based collaboration portal with 30+ features to share, analyze, discuss and improve performance. It is a revolutionary business intelligence collaboration tool that leverages various Web 2.0 tools such as widgets, dashboards, blogs, wikis, chat, RSS and alerts for more effective performance management.

CollabWorks is used in conjunction with CenterWorks – CCPM solution and VoiceWorks- IVR Analytics solution which are part of Metrica’s Unified CEA framework. It multiplies the value of Metrica’s CEA framework and accelerates the ROI dramatically by taking the traditional service performance management to the next level. By bringing all the stakeholders in the organization together to function as ‘single entity’, it helps to drive up the overall business performance more effectively.

Key features of CollabWorks are :

Departmental collaboration portal with Web 2.0 tools like Wikis, Blogs, Widgets, Mashups, Threaded discussions, Forums, RSS, Alerts etc.
Integration with Metrica’s Unified Customer Experience Analytics and performance management framework.
Embedded engine for advanced reporting and analytics.
Widget based interactive personal dashboard for KPIs.
Live data feed to Plasma TV screens for workforce communication.
Widget based customizable personal homepage and menus.
Knowledge base, FAQ & search.
Quick Polls & surveys.
Training calendar.
Subscriptions / Notifications.
Messaging.
Employees directory.
Internal Social Networks – friends & groups.
Support for Windows Authentication and LDAP.

Key business benefits of CollabWorks are:

Harnessing collective intelligence to solve problems.
Higher customer service staff productivity.
- All work related information is quickly accessible at one place.
- Elimination of redundant meetings, emails, trainings etc.
Change in culture to share information and establish transparency.
Discovery of performance circles and individual knowledge by silo-busting.
More effective communication to keep the workforce tuned to the business goals always.