Products Overview
The following products are part of Metrica’s customer service performance management framework. These products help organizations improve operational efficiency, customer experience and achieve operational excellence.
CenterWorks – Contact Center Performance Management (CCPM) Suite
CenterWorks is a comprehensive CCPM solution. It improves workforce productivity, operational efficiency and revenues while improving the customer experience in the contact center... More
VoiceWorks – IVR Caller Experience Analytics Suite
VoiceWorks is an IVR caller experience analytics solution. Interactive analytics features of VoiceWorks help analyze and improve the customer interactions in the IVR. By improving self-service effectiveness, it reduces the number call transfers to expensive live agents and hence reduces the overall operational costs of customer service delivery... More
FloWorks – Back-office Workflow Automation Suite
FloWorks is a back-office business process automation and performance management system. It is meant for managing white mail and e-mail based customer service operations. It improves workforce productivity and quality of customer service... More
ReportWorks is a general purpose business intelligence tool for enterprise MIS reporting and automation. It is used as a standalone tool or in conjunction with other products of Metrica as their analytics front end. Typical standalone applications include ERP, CRM and custom MIS for better decision making... More
CollabWorks – Workforce Collaboration Suite
CollabWorks is a comprehensive Web 2.0 based collaboration portal with 30+ features to share, discuss and improve service performance. It is a revolutionary business intelligence collaboration suite that leverages various Web 2.0 tools for engaging the workforce closely to drive strategic initiatives... More
