Operational Analyst

Product Overview

The Operational Analyst software environment allows multi-channel contact centers to analyze performance data—both real-time and historical information—across multiple sites and vendor platforms.

FEATURES

Simplify monitoring and reporting
Real-time, multi-channel event processing automatically collects data to provide a continuous view into contact-center operations. And a centralized customer data repository provides a single source for historical reports. These help speed analysis and decision making, especially for distributed operations.

Get a single view of the customer
The centralized customer data repository, combined with sophisticated reporting systems, gives businesses a 360-degree view of transaction and communications histories, allowing supervisors to take action based on the entire customer experience.

Use a wide range of reports
Operational Analyst offers a variety of reporting options, with ease-of-use features like a browser-based wizard. It also allows companies to integrate data from other enterprise applications, for a more complete view of a customer’s business value.

Description

The Operational Analyst software environment allows multi-channel contact centers to analyze performance data—both real-time and historical information—across multiple sites and vendor platforms. It includes a centralized Customer Interaction Repository that gives supervisors and business managers full access to transaction and interaction histories across voice, Web, email, and other media. Standard report packages provide actionable details and summaries that span multiple locations and communication channels.