Metrica Systems announces powerful analytics solution suite for multi-channel customer service delivery optimization
Bangalore, India, 15th July 2008 – Metrica systems a pioneer in customer service delivery optimization solutions announced today the general availability of its Unified Customer Experience Analytics solution framework with advanced analytics and data mining features.
Unified CEA suite of products includes the following:
- CenterWorks CCPM Ver 2.0 with enhanced features and integration capabilities
- VoiceWorks Ver 2.0 IVR Analytics with unique traffic visualization tools and additional reports
- SiteWorks Website analytics with unique traffic visualization and traditional website performance management tools
- FloWorks back-office automation and analytics solution
Unified CEA is modular, yet tightly integrated to present unified view of customer experience across Contact center, IVR, Website and Back-office customer contact channels. It seamlessly integrates with the systems like ACD, IVR, Website, WFM, CRM and Dialer from most of the key systems vendors via standard adapters.
Key features of Unified CEA solution are:
- Performance management of all the key customer touch points
- Actionable intelligence via reports, score cards and dashboards to take corrective action to keep the KPIs on track
- Identification of bottlenecks to better customer experience and recommendations to fix these problems
- Customer experience sequence replay to discover the attempts the customers make across the contact channels to resolve their problems
- Customizability of the unified view as per the client’s requirements
The benefits of Unified CEA solution are:
- Unified CEA becomes the single point of control for the management team to measure, monitor and improve customer satisfaction and loyalty that results in higher revenues
- Improvement in effectiveness of the teams responsible for managing customer experience
- Reduction in overall cost of customer service delivery operations.
“Our solutions are ideal for any organization that is customer centric. Our integrated customer experience management platform gives unprecedented insights into what customers go through while they are attempting to resolve their problems. We provide tools that help learn from the past and prevent the re-occurrence of the events that affect customer experience” said Mr. Ayappane.D, Managing Director of Metrica Systems.
About Metrica Systems:
Metrica system is an innovative customer service delivery optimization solutions provider based out of Bangalore, India. Metrica’s advanced analytics solutions improve customer satisfaction and loyalty via thoughtfully designed and easy to use products & features. CenterWorks, VoiceWorks, SiteWorks and FloWorks are the performance management solutions for Contact center, IVR, Website and back-office customer service delivery channels respectively. Using Metrica’s comprehensive, customizable and cost effective analytics solutions customers can reduce operational costs and increase revenues.
