Call Center Scheduling Feature Article
September 13, 2012
Ameyo's Reportika Simplifies Call Center Operational Efficiency
By Amanda Ciccatelli, TMCnet Web Editor
These days, the contact center world is an environment that is constantly changing as new communication channels are developed rapidly, marketing departments routinely devise brand new services that need support, and internal systems are replaced and upgraded soon after agents learn older systems. Because of the rapid evolution of technology, customers today expect service that is quicker, more customized, more accurate, more comprehensive, and even friendlier.
Drishti's AMEYO solution has recently been integrated with a reporting feature called Reportika, which furthers the provisioning of CTI (News - Alert) solutions to businesses all over the world. The primary purpose of the computer telephony technology, Reportika, is to enable a customer’s data record to be retrieved from a database and viewed on a pop-up screen on an agent's computer during call traffic.
"Companies mostly spend two-thirds of their time or more in things that have to get done instead on what's next to be done,” said Sachin Bhatia, VP Drishti-Soft, in a statement.
Drishti technologies have been designed to add value to the businesses and pave way for a structured growth. The company provides Contact Center Software and Enterprise Communications (News - Alert) Applications and offers communications solutions that empower enterprises to manage business processes, interactions, workforce and service levels on emerging unified communications (UC), SOA (Service Oriented Architecture), as well as SaaS (News - Alert).
“Contact centers similarly spend most of their time tracking, monitoring and meeting with the set SLA's failing to move on the improvement approach,” said Bhatia. “Keeping this in mind we wanted an intelligent integration to AMEYO which could present data and generate reports for specific campaigns, individuals and processes.”
As an enhancer of contact center productivity, Reportika presents micro and macro details on multiple campaigns and individual agents across an interval of time. Mapping agent productivity and ensuring efficient use of resources, Reportika takes a data warehousing approach for logging and data maintenance.
The reports that run on the Reportika tool are Automation Call distribution (ACD) and Agent Productivity reports. By using Data Warehousing techniques, it regurgitates data in an interval historically. Additionally, low-level reports can be fetched like call interval report, Aux and ready timings. With an interactive UI, it can switch between graphs for multiple tasking of campaigns. Also, it takes information from Ameyo and updates itself for users to add filters and assign roles on the tool.
Bhatia continued, “Reportika does all of this with ease thus increasing contact center productivity and maximizing effort from individual agents.”
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Allison Boccamazzo