Contact Space Analytics
Contact centers are flooded by traditional data and statistics from every imaginable source, but without the ability to fully analyze this information, it is of limited value in providing an optimum level of customer service. To bridge the gap to more meaningful data, many organizations undertake an expensive and time-consuming data warehousing and ETL project. However, despite the intent, these projects don't always provide accurate data that is specific to an organization's contact space and therefore cannot enable real change in vital areas of productivity.
Jacada® Insight is a strategic contact space analytics solution that compiles vital metrics across contact channels and enables contact centers to better understand and visualize their customer service efforts. Jacada Insight operates in conjunction with our proven unified desktop technology and goes well beyond the common capabilities of typical contact center analytics tools. Our solution ensures that accurate, reliable, real-time call type and call disposition data is streamed into an existing data structure in ways most appropriate to uncover productivity gaps and drive customer satisfaction and sustained profitability.
A couple of key effectiveness measures, such as first call resolution and solve-rate, are essential for organizations to see how well their CSRs are resolving customer issues. Where most contact center reporting systems and analytics packages simply collect discrete pieces of data, they fail to link the data and analyze it in a meaningful way. Jacada Insight collects the appropriate data in real-time and across contact channels, and enables organizations to have a more complete view of the customer's experience. In addition, with the robust and dynamic reporting capabilities of Jacada Insight, organizations can more easily identify specific coaching opportunities for CSRs and pinpoint contact space processes that need improvement.
Solution Capabilities
- Standard and/or custom reporting
- Multi-channel integration
- Comprehensive First Call Resolution (FCR), channel and customer analysis
- Robust CTI enablement capabilities
- Inherent CTI monitoring components work in parallel with existing systems
- No additional business intelligence, data warehouse or ETL project necessary
- Enhanced performance management
- Controls PBX implementation load
- Non-invasive; minimal impact on existing infrastructure
- Typical implementation in under two months
Solution Features
- Real-time advanced metrics via a multi-level analytics engine
- Out-of-the-box analytics tools
- Pre-built reporting
- Integration toolkit
- Dashboarding and data warehousing accessibility
- Non-restricted analysis toolkit
- Business intelligence tools
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