Bring Meaning to Contact Center Metrics · 2015-05-19 · Bring Meaning to Contact Center Metrics...
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Product Brief Bring Meaning to Contact Center Metrics Consolidates performance metrics automatically - in real-time. Creates views by business dimensions (org, service, product, location, etc.) Comprehensive Metrics Catalog for ‘no- programming’ administration. Publishes over browsers, mobile devices, portals, videowalls and readerboards. Contact Center Business Value Metrics Business Data Customers Executives Managers Team Leads Agents Real-Time Operations Metrics Top-to-Bottom Business Value Metrics in Real-Time Showcase the Business Value of Contact Center Operations with consolidated, real-time metrics. ACD Platforms ACD Platforms Contact Center 1 Contact Center 2
Transcript of Bring Meaning to Contact Center Metrics · 2015-05-19 · Bring Meaning to Contact Center Metrics...
Product Brief
Bring Meaning to Contact Center Metrics
Consolidates performance metrics automatically - in real-time.
Creates views by business dimensions (org, service, product, location, etc.)
Comprehensive Metrics Catalog for ‘no-programming’ administration.
Publishes over browsers, mobile devices, portals, videowalls and readerboards.
Contact Center
Business Value
Metrics
Business Data
Customers
Executives
Managers
Team Leads
Agents
Real-Time Operations
Metrics
Top-to-Bottom Business Value Metrics in Real-Time
Showcase the Business Value of Contact Center Operations with consolidated, real-time metrics.
ACD Platforms
ACD Platforms
Contact Center 1
Contact Center 2
PureShare makes it simple to gain end-to-end, consolidated perspectives of Contact Center performance- in real-time!
Automatically derives and consolidates metrics in real-time from Contact Center ACDs*, Service Desk, CRM, Systems
Management tools, Workforce Management and other sources
Contact Center
[email protected] Phone: +1-866-636-6065
www.pureshare.com
Product Brief
Function Description
PureShare Software Required
PureShare ActiveMetrics, MetricsBridge, Contact Center Level 1 (and Level 2 option)
Technology Connectors
Rest/Restful API Web Services ODBC/OLEDB .Net RTS SFW/HDW APIs
Display Options
Browsers Tablets Smartphones Portals Videowalls Readerboards Maps
Licensing •Server-based (On-Premise) •Subscription-based (SaaS)
Editions •On-Premise •Hosted/SaaS
Authentication and Security
ActiveDirectory, ADFS, LDAP, SAML, Database-based and Internal Group/User role-based access
Product Specifications
*Compatible with all major ACD and Contact Center platforms including Avaya, Cisco, Aspect and
Genesys.
Collects real-time metrics from ACDs and Call Center systems
Publishes business-oriented views of performance
Publishes consolidated ,real-time performance metrics
Tailored views for Customers, Executives, Management & Staff
Metrics Automation
Metrics Catalog
Visualization
Input
Forms
Creates input forms automatically where needed
Catalog system manages and merges metrics
Browsers
Maps
Video Wall
Mobile
Multiple Display Options
ACD
Contact Center Operations
IVR
Workforce Management
Call Monitoring
CRM
Customers
Business
Locations
Departments
Products
Cost Centers
Customer Sat
How it Works
Business Value Metrics
Real-Time Operations Metrics
Customers
Executives
Managers
Team Leads
Agents
Readerboard
