Metrics for Contact Center Executives -...

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Metrics for Contact Center Executives Product Brief Consolidate metrics from contact center ACDs, Workforce Management (WFM) tools and business systems/data sources Transform operations metrics into business- value views for executives and customers Publish metrics over mobile devices, browsers, videowalls, portals and more Consolidated Business Metrics for Customers, Executives and Managers Business Metrics Customers Executives Managers Team Leads Agents Operations Metrics Business Tools & Data WFM

Transcript of Metrics for Contact Center Executives -...

Page 1: Metrics for Contact Center Executives - PRWebww1.prweb.com/.../PureShare_CCM2_Contact_Center_Metrics_Broch… · Metrics for Contact Center Executives Product Brief Consolidate metrics

Metrics for Contact Center Executives

Product Brief

Consolidate metrics from contact center

ACDs, Workforce Management (WFM) tools

and business systems/data sources

Transform operations metrics into business-

value views for executives and customers

Publish metrics over mobile devices,

browsers, videowalls, portals and more

Consolidated Business Metrics for Customers, Executives and Managers

Business Metrics

Customers

Executives

Managers

Team Leads

Agents

Operations Metrics

Business Tools &

Data

WFM

Page 2: Metrics for Contact Center Executives - PRWebww1.prweb.com/.../PureShare_CCM2_Contact_Center_Metrics_Broch… · Metrics for Contact Center Executives Product Brief Consolidate metrics

Well-proven in MSPs and global contact center environments, PureShare delivers business-centric, high-value performance metrics

to customers, executives and management- automatically!

[email protected] Phone: +1-866-636-6065

www.pureshare.com

Function Description

PureShare Software Required

PureShare CCM Version 2.0 Contact Center Metrics

Technology Connectors

Rest/Restful API Web Services ODBC/OLEDB .Net RTS SFW/HDW APIs

Display Options

Browsers Tablets Smartphones Portals Videowalls Readerboards Maps

Licensing •Server-based (On-Premise) •Subscription-based (SaaS)

Editions •On-Premise •Hosted/SaaS

Authentication and Security

ActiveDirectory, ADFS, LDAP, SAML, Database-based and Internal Group/User role-based access

Product Specifications

Collects real-time metrics from ACDs and Call Center systems

Publishes business-oriented views of performance

Tailored views for Customers, Executives, Management & Staff

Metrics Automation

Metrics Catalog

Visualization

Input

Forms

Creates input forms automatically where needed

Metrics Catalog manages and combines metrics

Browsers

Maps

Video Wall

Mobile

Multiple Display Options

ACD

Contact Center Operations

CRM

Service Desk

Workforce Management

IVR

Customers

Business

Locations

Departments

Products

Cost Centers

Customer Sat

How it Works:

Customers

Executives

Managers

Team Leads

Agents

Readerboard

Showcase the business value of Contact Center operations with consolidated performance metrics

Business Metrics

Operations Metrics

Publishes consolidated, real-time performance metrics

Collects and merges data from business systems

Product Brief