Ever since the new millennium, cost cutting, productivity, and efficiencies have been the top priority for call center operations—not an easy task for the customer-focused executive accountable for sales, customer satisfaction, and retention. Make sure reduced staffing, outsourcing, or reduced average call times don’t reduce business results.
The Cisco© Customer Journey Platform brings all your sites, agents, and customer interactions into one real-time dashboard. The data from your operational systems—ACD, IVR, WFO, and omnichannel communications—are mapped to the data from your business systems—CRM or Order Entry. You can see which calls produce revenue, their characteristics, and how to most efficiently optimize for both operational efficiency and business results.
Make the most of you call center operations with the Customer Journey Platform.
Assure the performance of you call center operations with the Customer Journey Platform:
- Get visibility into all the real-time operational and business data in a unified dashboard
- Understand agent efficiency, productivity, and true performance
- Know which productivity and efficiency measures really matter, and which don’t
- Optimize for operational efficiency and business performance
- Let predictive analytics drive the behavior of your systems and agents
Call Center Operations At Work
Top Features for Call Center Operations
Cross-system KPIs
Correlates measures for efficient call center operations and business performance. Maps offered calls, handled calls, abandons, average handle times, and average response times to business first call resolutions, CSAT, NPS, conversions, revenues, profits, and retentions. See how Customer Journey Analytics works.
Real-time Dashboards
Unifies the data generated by your operational and business systems in real time to provide a comprehensive view of all the activity, performance, productivity, and business results being delivered by different agents, teams, sites, and outsourcing partners. Read more about Contact Center Analytics and dashboards.
Predictive Analytics Routing
Dynamically optimizes the contact center systems behavior to deliver the best call center operations and business performance. Predicts customers’ needs and matches them with the agent with the best track record of delivering the desired results most efficiently. Learn more about Analytics-Driven Routing.
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