Call Center Performance
As the contact center grows, so does the need for performance accountability. Transera's Seratel® Reporting provides greater insight into customer-agent interactions and overall contact center performance across key performance metrics.
With Seratel, contact center managers have a single point of visibility with a Web-based Services Dashboard for ready access to comprehensive real-time, interval and historical reports. Supervisors can access up-to-the-minute contact center statistics for any interaction in the virtual contact center, viewing agent activity as well as call, queue, team and site data.
Seratel Data Replication allows enterprises to maintain a separate instance of their statistical data for long-term data archival. Contact center managers can mine the data, and run ad-hoc queries or highly customized reports. Contact center data is integrated with business intelligence systems and other in-house customer data repositories such as CRM or WFM systems.
Transera in Action
| Aon Improves Agent Performance |
