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
Desktop Analytics – Desktop Application & Productivity Analytics Suite
Metrica's desktop analytics solution helps managers monitor the PC/ application usage behavioural patterns of agents, their productivity levels and the root causes of non-performance... More
FloWorks – Back-office Work-flow and Performance Management 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
