How can FACTis BI solutions enable you to change the game?
FACTis BI solutions The most common contact center processes using historical data include: agent scheduling to meet predetermined service levels, real-time skills-based routing to ensure the best available agent receives a call, and account information consolidation with CTI technologies to reduce AHT (average handle time) and increase customer satisfaction. While each of these techniques increase productivity and quality of service by applying information to a highly specific process, their ability to improve productivity beyond the targeted function is constrained.
What are the benefits?
FACTIS BI solutions enable companies in the BPO industry to be resilient through :
- Improved supervisor & agent performance.
- Reduced reporting costs.
- Improved management insight into contact center performance.
- Low cost, accelerated introduction to performance management.
- Pre-built application based on industry best practices.
- Over 500 role-based reports & dashboards out of the box.
- Reporting & analysis tools
- Integrate data from up to three data sources (telephony, WFM, and custom)
|Unplanned downtime For organizations adopting preventive and predictive maintenance approach.|
|spend Where exception-based supply chain performance dashboard is available to users.|
Why FACTis BI?
- Customer Service
- Debt Collections
- Order Taking
- Product Support
- Helpdesk Customer
- Acquisition & Retention
- Remote Quality Monitoring
- Market Research & Database Updating
- Prospecting & Appointment Scheduling
- Know in the moment, act immediately, and deliver results with Mobile BI.
- Access the business intelligence you need to make critical decisions – anytime, anywhere, and on any device.
- Make more informed decisions with immediate access to online and offline information.
- Provide sales and field reps with the data they need to answer customer questions on the spot.
- Keep business processes running smoothly by monitoring KPIs from the road.
- Lower total cost of ownership through reuse of deployed BI reports and platform functionality.
- Annotations and Voice Message Feature helps you to convey your business decisions to your staff by mail immediately.