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Building Next Generation Contact Center Analytics Solution
Building Next Generation Contact Center Analytics Solution
SuccessKPIs is a SaaS platform to perform speech & text analytics, IVR, ACD and QM enabling thousands of contact centers from 5 to 50,000 seats to leverage its platform. Fully built & deployed in AWS cloud, its multi-tenant platform is a symphony of Design & Cloud Engineering to allow customers drive business outcomes through actionable contact center analytics.
PlaybookBuilderIt all starts with Playbook Builder. Its a simple and easy to use tool to allow even business users to pick business outcomes important to their business and then download/create/edit and then stack up various speech artifacts to drive those business results.
PlaybookBuilder
It offers a suite of playbooks on its Library driven by business outcomes. Customers could download one more more playbook from the library based on business outcome they want to drive. Platform would automatically create all the topics with phrases, scoring strategies and call to actions which can be added to or changed. Customers can also take automated actions like sending SMS, Email or logging into Salesforce.com
Library&Actions
Insight into speech and text analysis along with blending of data form IVR and ACD. Customers can find top topics along with common phrases or interactions of highest business outcome affinity and then drill down from there to interaction level. Platform also support redaction of sensitive information like SSNs, Credit Card etc
Speech&TextInsightwithRedaction
RedactionRules
QualityMonitoringCustomers can create QM Rooms with specific questions around different categories. Calls can then be added to the room based on scoring rules or manually by the supervisors. Supervisors can then score the calls and compare agent performance as well as evaluations through manual vs machine
Out of box IVR and ACD Reports. Find out IVR containment details and then statistics around ACD and agent handling. Queue/Agent Statistics include metrics like Handle time, Talk Time, Wrap-up Time as well number of Answered Calls, Missed Calls, Abandoned Calls, Service Level etc.
IVRandACDReports
At the end, customers would be able to leverage world class BI tool to create their own visualization and blend speech & QM data with that from IVR and ACD to get 360 degree view of their contact center over web and/or iPad/iPhone to drive better results.
BIIntegratedAnalytics
