Metrica Systems announces general availability of its CenterWorks™ suite of products
Bangalore, India, July 3 2006: Metrica Systems, a pioneer in Contact Center Performance Management System (PMS) space, today announced the general availability of its CenterWorks suite of products. CenterWorks suite of products is a very comprehensive and highly customizable solution to manage service delivery operations end to end.
Contact centers have become extremely dynamic and too complex to manage. It can be an operational nightmare to manage a multi-shift, multi-site and multi-process contact center efficiently. To add to the complexity, the contact centers are flooded with data from disparate systems in various formats. This makes it even more difficult for the process managers to locate the right data at the right time and convert them in to actionable items. CenterWorks suite addresses this challenge very effectively. It is a robust, custom built support system that allows the process managers to select the KPIs, set-up performance targets and monitor performance of processes, teams & agents through customizable dashboards, drill-down reports and workflows.
“CenterWorks is a ‘must have’ performance management suite for every contact center. With the Unified KPI Reporting and Integrated Workflow capabilities, CenterWorks makes the process managers, supervisors and agents several times more productive by making the performance data more comprehensive, accurate and easily accessible” said D.Ayappane, Managing Director of Metrica Systems. “The integrated workflows of CenterWorks for HR, Quality, Training and Technology functions make the contact center work like a well tuned service delivery machine” he further added.
Key business benefits of CenterWorks are:
• Increase in Agent productivity by up to 10% and increase in revenues consequently
• Decrease in costs due to more efficient utilization of people & technology resources
• Reduction in MIS reporting system development, maintenance & staff costs by up to 60%
• Improvement in Quality of work leading to customer retention
• Data based performance appraisal (elimination of subjectivity) leading to better employee satisfaction and lower attrition
Availability:
CenterWorks suite Ver 2.0 is available immediately for implementation.
About Metrica Systems:
Metrica Systems is a provider of end to end Performance Management Systems (PSS) for contact centers and back office processing centers - be it in-house center or outsourcing service provider. CenterWorksTM suite of products from Metrica Systems is a comprehensive performance management solution that improves overall efficiency of the contact center by providing complete control on the service delivery operations.
The unique features of CenterWorks suite are:
• 360° approach (integration of Operations, HR, Quality, Training and Technology functions) to manage the service delivery more efficiently
• Unified KPI reporting as well as flexible workflow for key functions to provide management control
• Custom designed for Contact Centers
• Ability to customize the solution quickly at site as per customer requirements
• Solution framework in line with COPC specifications
• Cost effectiveness
|
