Genesys Contact Center Advisor

The three most difficult aspects of managing a contact center environment is knowing exactly what is happening as it happens, understanding the root causes of these events, and being able to immediately mobilize resources to respond to them.  Genesys Contact Center Advisor helps manage and solve these problems by creating visibility into operations, allowing users to drill down to discover root cause, and fostering collaboration.  Contact Center Advisor manages all your key performance statistics every second of every day.  This contact center management solution includes an advanced business rules layer that searches for performance issues and even correlates them across geographies, business units, and various data sources.  Contact center managers, supervisors, and agents can now react in real time to seize business opportunities or attack problems.

• Contact Center Advisor provides real-time information about contact center operational performance and allows users to take action that aligns with business goals and performance optimization
• Performance metrics, thresholds and alerts are presented in an easy-to-understand graphical interface that replicates how the business is organized, including geography, line of business, or reporting unit
• Contact Center Advisor provides visibility into operational performance across the entire enterprise and aligns the executive level with all operational managers, driving accountability toward successful attainment of corporate goals and service levels
• Contact Center Advisor optimizes revenues by minimizing business interruptions; this contact center management solution reduces issue identification time by 90% and drives immediate corrective action

Features:

• Correlates events across business units, technology platforms, and geographic regions
• Shows performance and highlights deviations in performance against plan
• Determines the root cause of a problem in a matter of seconds
• Communicates issues directly to impacted parties so they can take action at the moment
• Allows users to collaborate on real-time actions that solve customer care issues