CenterWorks Express

CeterWorks-Express performance management system is built on the CenterWorks suite framework. It is a pre-packaged solution meant for the operations teams in the contact center such as senior managers, supervisors and the agents. The two key components of the CW-Express solution are MyReflector and KPIAnalyzer modules which enable real-time performance feedback to the agents and historical analysis respectively. It is highly suitable for customers who already have implemented their own application silos for rest of the functions like HR, Quality, Training and Technology.

The USPs of CW- Express are:

• It provides real-time process KPI feedback directly to the agents on their desktops
• It can generate multi-dimensional historical reports for the supervisors and managers via KPIAnalyzer
• It can be integrated with ACD, Dialer, WFM and other application silos via integration adaptors
• It is a low cost solution as it does not have any workflow components as in CW- Enterprise version
• It can be implemented within few days with minimal customization

Upgrade path: CW- Express can be upgraded to CW- Enterprise at a later stage if required

More information:

MyReflector
KPIAnalyzer