Digital Experience Monitoring.

Contact centre performance monitoring

Get the insight you need to optimise the CX in real-time. Trust us to bring together data from different sources in a relevant way.

A new model for monitoring.

Forget the wallboards: today’s contact centres need a far more nuanced approach to monitoring performance. Organisations need to be able to see agent activity, traffic volumes across channels, real-time customer satisfaction and – crucially – how the core systems and the network are performing. That insight is crucial to being able to adapt to changes in demand; redeploying agents, encouraging the use of AI and much more.

Bringing information together.

In practice, this requires data not only from the traditional call centre platform, but also three crucial systems: Customer Interaction Management, Workforce Engagement and Customer Relationship/Service Management. By tracking KPIs across these different tools, you can gain a far clearer picture of the customer experience – and agent experience – in real time.

One view of the crucial information.

As experts in providing contact centre managed services, we know first-hand the challenges of monitoring multiple applications with multiple tools. We have therefore worked hard to develop flexible dashboards that give our customers the insight they need to make critical decisions for their contact centre.

The insight you need, the way you need it.

We can now apply our expertise to create similar dashboards and portals for you. Our solutions combine system monitoring, performance monitoring, cost monitoring, fraud monitoring and synthetic traffic monitoring, presenting the information you need in a simple and logical way. That allows you to take proactive steps to ensure the overall experience remains of the quality your customers and colleagues expect.

Your challenge not listed above? Challenge us today.

Whatever your customer experience challenges, whatever your existing technology base, Connect can help. We’ll move at your speed and focus on your priorities. Contact us today.

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