In today’s contact center world, managers operate in an environment that is constantly evolving. It seems that overnight new communication channels pop up, marketing departments routinely devise new services that need our support, and internal systems are swapped out and upgraded soon after we old versions are mastered. So, customers expect service that is quicker, more customized, more accurate, more comprehensive and even friendlier.
Furthering the provisioning of CTI (News - Alert) solutions to businesses across the globe, Drishti's AMEYO solution is now integrated with a reporting feature Reportika. The core of Reportika is the computer telephony technology that enables the customer's data record to be retrieved from a database and viewed on a pop-up screen on an agent's computer in tandem with the call traffic.
Drishti, a provider of Contact Center Software and Enterprise Communications (News - Alert) Applications, offers communications solutions that empower enterprises to manage business processes, interactions, workforce and service levels on emerging unified communications (UC), SOA (Service Oriented Architecture), and SaaS (News - Alert). Technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth.
"Companies mostly spend two-thirds of their time or more in things that have to get done instead on what's next to be done. Contact centers similarly spend most of their time tracking, monitoring and meeting with the set SLA's failing to move on the improvement approach,” said Sachin Bhatia, VP Drishti-Soft, in a statement. Keeping this in mind we wanted an intelligent integration to AMEYO which could present data and generate reports for specific campaigns, individuals and processes.”
Primarily as a contact center productivity enhancer, Reportika presents micro and macro details on multiple campaigns and individual agents across an interval of time. Mapping agent productivity and ensuring efficient use of resources, Reportika takes a data warehousing approach for logging and data maintenance.
The high-level reports run on the Reportika tool are Automation Call distribution (ACD) and Agent Productivity report. By using Data Warehousing techniques, it regurgitates data in a specific interval historically. Additionally, low-level reports can be fetched like call interval report, Aux and ready timings. Armed with an interactive UI it can switch between graphs for multiple tasking of campaigns and can add. It takes information from Ameyo and updates itself allowing users to add filters and assign roles on the tool.
Bhatia continued, “Reportika does all of this with ease thus increasing contact center productivity and maximizing effort from individual agents.”
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Edited by Allison Boccamazzo