Genesys Info Mart

A major challenge in deploying a contact center analytics solution is that the massive amounts of data gathered from various sources is stored in different formats and data stores.  Genesys Info Mart provides a consistent and flexible structure for collecting contact center analytics data, and sorting it to provide insights to business users.

Info Mart strategically mines large amounts of data to increase contact center efficiency and effectiveness.  Info Mart data can be used to create reports, feed analytical applications, or create executive dashboards.  Info Mart data can be used to create reports, feed analytical applications, or create executive dashboards.  Info Mart contact center analytics data can also be integrated with other enterprise applications such as CRM, Human Resources, or Financials, and existing enterprise data warehouses or other data repositories. With Info Mart, contact center managers have the insight they need to proactively adapt customer service strategies, enhance service quality, and improve profitability.

Advantages: 

• Measures the effectiveness of customer routing strategies, resources, and business processes
• Minimizes IT involvement and expenses on an on-going basis
• Reduces agent turnover by proactively identifying training needs and resource requirements
• Avoids the costs of pre-defining all metrics; allows metric creation at any time, for any period
• Measures loyalty and customer churn with end-to-end view of customer data
• Measures the effectiveness of customer interactions by linking interactions with business impacts

Features:

• Ready-to-analyze interaction data in industry standard multi-dimensional Star Schema format
• Support for creating complex queries and analytic reports using off-the-shelf BI/reporting tools
• Unified repository of analytics data from multiple data sources within Genesys deployment
• Creation of operational and business metrics and dimensions
• Service level objectives, agent skill-match, and repeat caller analyses
• Configuration history tracking
• Integration to external data bases/data marts and third-party applications