Analytics: 360° view of your operations...Analytics: 360 view of your operations Are you evaluating...
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Analytics: 360° view of your operations Are you evaluating correctly the effectiveness of your call center? Having a global monitoring of interactions and resources is necessary to manage your center efficiently. You need to customize your monitoring indicators according to your priorities. You need to interact with your agents in difficulty. You need to quickly adapt your resource allocation because of a peak of requests. These are the strategic issues a Customer Relations Manager has to face these days. Odigo Pulse brings you an efficient multi-channel monitoring thanks to: • Graphical monitoring of your interactions and resources with customizable wallboards also available on smartphones. • Tools activated “in a click” to interact efficiently with your agents. • A 360° management of the organization of your resources to guarantee responsiveness and flexibility. PULSE
Transcript of Analytics: 360° view of your operations...Analytics: 360 view of your operations Are you evaluating...
Analytics: 360° view of your operations
Are you evaluating correctly the effectiveness of your call center?Having a global monitoring of interactions and resources is necessary to manage your center efficiently. You need to customize your monitoring indicators according to your priorities. You need to interact with your agents in difficulty. You need to quickly adapt your resource allocation because of a peak of requests. These are the strategic issues a Customer Relations Manager has to face these days.
Odigo Pulse brings you an efficient multi-channel monitoring thanks to: • Graphical monitoring of your interactions and resources with customizable wallboards also available on smartphones. • Tools activated “in a click” to interact efficiently with your agents.
• A 360° management of the organization of your resources to guarantee responsiveness and flexibility.
PULSE
Key features • Multi-channel interactions
• Outbound calls
• Web graphical statistics and supervision available for tablets and smartphones
• Wallboards
• Agent monitoring: discrete listening, recording, intruding a call, instant messages
• API for supervision and administration console integration
• Web statistics and Excel export
• Analytics
Features to monitor your contact centerCustom graphical supervisionIncoming and outgoing calls, mails, chat: monitor your multi-channel activity with the help of graphical wallboards that you can personalize with the indicators of your choice. Display your key indicators on tablets and smartphones.
Monitor your agentsAn agent having trouble managing a call? Odigo Pulse provides you with tools activated in just one click: discrete listening, recording upon request, intruding a call, instant messaging, etc
Independent 360° monitoringIncreasing interactions on a channel? Adjust your organization between your contacts and your resources in order to maintain a good global quality of service.
Customizable statisticsCustomize your statistical tables with a large choice of metrics or by creating your own calculation formulas. Display them online, export to an Excel file (one-off) or create a subscription to receive your statistics on a regular basis.
Know more about your customers with analyticsOur analytics solution feeds the data in day+1 and returns the key information on all your activity, through 100% web, graphical wallboards.
More and more customers favor the Web (from 17% to 24%), the mobile (from 7% to 10%) and the e-mail (from 22% to 24%), instead of telephone calls or face-to-face meetings.
Markess International
@ProsodieCap Prosodie-Capgemini prosodie.com
Contact us Europe: +33 1 46 84 11 24North America: +1 650 391-8321Latam: +55(11) 3708 9101Apac: +91 22 6686 0500Email: [email protected]/odigoAsk for an Odigo demonstration in our Capgemini innovation labs.
About Prosodie-CapgeminiProsodie-Capgemini designs and hosts large front office services. Developed from innovative proprietary technologies, Prosodie-Capgemini solutions meet each step of the digital user’s journey. Offered in the cloud, the real time services are based on a highly available and secure technical platform. Prosodie-Capgemini benefits from the international dimension of Capgemini to deploy its offer alongside other Group entities.Odigo serves more than 400,000 agents and business users around the world. Backed by a 25 year history of industry frsts, Odigo has more than 350 clients in France, Germany, UK, Spain, Belgium, Netherlands,Poland, US, Canada and Brazil.Odigo is a Leader in the Gartner Magic Quadrant for Contact Center as a Service, Western Europe.
About CapgeminiWith more than 180,000 people in over 40 countries, Capgemini is one of the world’s foremost providers of consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion.Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model. Rightshore® is a trademark belonging to Capgemini
