Metrica Systems announces Web 2.0 based Collaborative Performance Management Solution for multi-channel customer experience management

Bangalore, India, 26th August 2009 – Metrica systems a pioneer in customer service delivery optimization solutions announced today the general availability of CollabWorks, industry’s first Web 2.0 based collaborative performance management solution for managing customer experience across various customer contact channels.

 

CollabWorks provides a revolutionary combination of Unified Customer Experience Analytics (CEA) and an integrated set of Web 2.0 collaboration tools. While the CEA component of the solution highlights where the problems are, the collaboration tools help tackle the problems faster and better. It is used in conjunction with CenterWorks – CCPM and VoiceWorks- IVR Analytics solutions which are part of Metrica’s Unified CEA framework. CollabWorks front-end multiplies the value of Metrica’s CEA framework and accelerates the ROI dramatically by taking service performance management to the next level.

 

“CollabWorks is truly a next generation tool to drive various strategic initiatives such as improving customer experience, reducing operational costs and improving revenues by enabling collaborative work culture. Plain performance analytics solutions only identify the service & efficiency problems, but CollabWorks helps managers identify as well as fix those problems better and faster by leveraging collective knowledge of the teams” said Mr. Ayappane.D, Managing Director of Metrica Systems.

 

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

Business benefits of CollabWorks are:

  • Harnessing collective intelligence to solve service related problems quickly
  • 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

 

About Metrica Systems:

Metrica system is an innovative customer service delivery optimization solutions provider based out of Bangalore, India. Metrica’s advanced analytics and Web 2.0 collaboration solutions improve customer satisfaction and loyalty via thoughtfully designed and easy to use products & features. CenterWorks, VoiceWorks and FloWorks are the performance management solutions for Contact center, IVR 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.