Johannesburg, 10 Jul 2014
INOVO has announced the availability of Advanced Business Intelligence, its hosted business intelligence (BI) solution that incorporates reporting and analysis functionality specifically designed to meet the unique requirements of local contact centres.
"The connected and competitive business environment means decision-makers need to think differently and develop core competencies around business intelligence, especially to take advantage of predictive analytics," says Wynand Smit, CEO of INOVO.
Advanced BI provides a dynamic and agile environment to create customised reports, dashboards, and analysis. Users can move from tables to interactive visualisations to dashboards in a few clicks. In addition, they can give colleagues, customers, and partners the tools they need to answer their own questions simply by logging into a secure Web site.
"Contact centres are complex environments with specific customer objectives. To achieve these, the contact centre has to have people with different knowledge and skills in order to develop procedures, processes, and policies and deploy tools and source systems," says Smit.
The INOVO solution gives those in contact centres a powerful reporting infrastructure across the entire environment, whether it is the data of the customer or the data captured by the hosted contact centre solution itself.
The real-time nature of contact centres inherently requires a BI solution that will allow for more effective decision-making by providing immediate feedback for mission-critical activities.
The INOVO solution creates a single, integrated view of all the customers' interactions. The business system is capable of reporting on data sets from individual databases as well as complex data warehouses. The data across the entire environment is aggregated to provide a consolidated data view for both integration components and BI profiling.
The following levels within the contact centre environment are available:
* Supervisor-based reports (time-based, agent productivity);
* Call centre management reports (productivity and efficiency across the entire environment); and
* EXCO level reporting (profitability and efficiency across the environment as well as trend analysis).
"By providing our clients with access to this advanced hosted solution, we are empowering them to make the decisions they need to control their business and improve their bottom lines while better servicing their customers," concludes Smit.
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