Contact centers are ceaseless hubs of activity and spend so much time tracking, monitoring and meeting with service level agreements (SLA), that their forward movement gets pushed to the sidelines. But if they want to stay in the running, they need to constantly innovate and improve.
But where's the time?
Keeping this in mind, Drishti, a source of contact center software and enterprise communications applications, has derived a new intelligent integration to its AMEYO solution, Reportika, which
frees enterprises considerably, increasing contact center productivity and maximizing the effort of individual agents.
Reportika enables a customer's data record to be retrieved from a database and viewed on the computer, along with the call traffic by using data warehousing techniques. It is different from other legacy reporting tools in its dynamic ability to cater to different requirements at different times.
Administrators and managers in contact centers can thus access and manage information optimally and economically. The Web-based interface also allows them to achieve higher business results, and access reports from anywhere.
With its advanced reporting features, the user-friendly tool can also configure multiple outputs for reports, generate reports for specific campaigns, individuals and processes, switch between graphs for multiple tasking of campaigns and allow users to add filters and assign roles.
It presents users with big and small details on multiple campaigns and individual agents, maps and agent productivity, and ensures that resources are fully optimized.
Sachin Bhatia, vice president of Drishti, touted the new solution and noted that Reportika's components help users design reports, and install and execute them.
According to the company, customers enjoy significant benefits because of this in terms of efficiency, operational cost, flexibility in growth, consistent user experience and a demonstrable ROI.
Ameyo empowers customer interaction management of Archean Design and Development, a real estate venture based in Chennai that provides luxury homes catering to the modern lifestyle. The latter focuses on providing customers with unparalleled quality and requires a technology that could enhance customer experience.
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