CenterWorks IVR PMS

CenterWorks – IVR Performance Management System is meant for managing large scale IVR implementation.

The USPs of IVR PMS

• It can capture various performance metrics such as calls offered, calls abandoned, calls transferred or resolved, AHT etc
• It can measure the IVR port utilization
• It can do menu path analysis for optimizing self-service user navigation
• Cradle to Grave Reporting - When combined with systems such as ACD, it can be used to analyze calls from ‘cradle to grave’
• If calls are routed by IVR to multiple contact centers, it can capture call routing statistics

The business benefits of IVR PMS

• Performance of IVR which is the first point of contact for customers, becomes measurable for the first time
• Customer service operations team becomes significantly more effective as all the Key Performance Indicators (KPIs) are more    easily accessible than ever
• The capacity planning process becomes more accurate and can be done on-time to avoid congestion at the IVR
• With various custom designed performance reports, dashboards and menu path analytics, operations team can identify    performance bottlenecks quickly than ever to enhance customer experience

Upgrade path: CW – IVR PMS can be upgraded either to CW - Express or CW - Enterprise OSS directly at a later stage