Chordiant Business Intellilgence
For further information, including screenshots and example scenarios, please download our Chordiant BI brochure here
The Problem
Typically, Contact Centre Managers do not have access to seamless Business Intelligence for their Contact Centre telephony and software applications. They often receive disjointed information from disparate sources which require large amounts of effort to bring into a single source of information. In most cases that information still has large gaps, particularly around telephony. In almost all cases, it is still not possible to produce an end to end, integrated view of information through marketing, telephony, self service and CRM applications.
The result is that Contact Centre Managers are unable to have access to the information that they desperately need to run an efficient, cost effective and profitable Call Centre.
The Solution
Seamless, Integrated Information
Business Agility’s Chordiant Business Intelligence Solution solves this problem by providing a joined up, end-to-end view of the activities of the Contact Centre from marketing campaign, through in-bound/out-bound contact (call centre or self service), through Call Centre Application, through to end result (up-sell/cross-sell, complaint resolved etc).
Dashboards and Key Performance Indicators
The solution provides Contact Centre Managers using Chordiant Foundation or Decisioning with a customisable Dashboard which is tailored for their requirements, allowing them to track the Key Performance Indicators that are relevant to their specific operation. These Dashboards and KPIs are dynamic, giving a real-time view of progress.
Favourite Reports
The solution also allows custom reports to be created for the Contact Centre Manager that allow them to quickly and easily view the latest position within their Chordiant Foundation or Decisioning implementation, as well as within their Contact Centre’s telephony system.
Fully Flexible Analytics
The solution also provides a fully flexible and incredibly powerful Analytics engine, covering both telephony and Chordiant based activities. This allows complete freedom of which pieces of information to pull together and examine, giving the flexibility to “dice and slice” that data, identifying trends and exceptions and using that information to better manage the Contact Centre.
To find out more, or to book a live demonstration of Business Agility’s Chordiant BI solution, email anthony.harrison@business-agility.com or call us on +44 (0) 1462 476160.
