Contact Centers have an enormous amount of data. It is not just complex but scattered in silos across multiple data sources. With so many discrete reports, conventional business and operational teams spend a huge amount of time manually extracting and consolidating them.
Digitally-savvy contact center managers don’t just want to know what is happening, but they also want to know how to unscramble that data to get over performance blocks.
With ServInsightsSM you have the power to correlate them with enterprise databases, such as CRM, to gain actionable insights. ServInsightsSM is the starting point for all your interaction data and contact center data sources. Leveraging Servion’s two decades of experience running contact centers across the globe, it gives you all the data you need to answer the “what”, “why” and “how” questions about day-to-day operations.
Contact Center managers always want to do more with data. Unfortunately, most reporting tools are based on conventional methodologies and none of them offer what they need. ServInsightsSM goes beyond traditional reporting solutions and allows users to analyze collected data. Some of its unique features include:
Using intuitive and configurable dashboards, ServInsightsSM helps enterprises to reduce the time taken to develop new reports. It amalgamates data from various disparate sources and provides a single view of customer journeys. The dashboard does not limit reporting data just from contact center systems like ACD, CTI, outbound, email, chat, and social users. It also supports integration with external systems such as CRMS and workforce optimization solutions to provide a holistic view.
The unified dashboard instantaneously reveals missing links of the customer journey – which otherwise take days to identify. It also enables drilling down from the summary to the last record to nail the issue in hand.
ServInsightsSM supports multiple report layouts and data representation using visual indicators and historical trends for enhanced decision-making.
With ServInsightsSM – operational and business users can
The true cost of getting Contact Center reports is often misunderstood. ServInsights cuts down your total cost of ownership by a factor of over 60%.
Through a web-based interface, ServInsights Real-Time (RT) provides a real-time view of contact center performance.
Not all contact centers are the same and each has different needs from a business and technical deployment standpoint. ServInsightsSM offers flexible deployment options that will meet today's needs based on tomorrow's expectations
Go beyond traditional reporting solutions.
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