Genesys Info Mart

Successful contact centers are the result of hard work and careful planning. They also require a healthy supply of historical data that provides managers and supervisors with a nuanced understanding of the customer experience. The Genesys Customer Interaction Management platform provides call center performance metrics in order to make it easier to design and evaluate the customer experience.

Because contact centers can generate huge volumes of customer interaction data, transforming the details into nuggets of insight has been an ongoing challenge, often involving an army of analysts collecting data from disparate systems. Genesys Info Mart takes the drudgery out of this contact center reporting process by collecting relevant detailed and aggregated data so that it can be easily mined for strategic insights. Info Mart data can be used to create operational reports, executive dashboards and scorecards that pinpoint problems. In addition to extracting strategic information from the contact center, Info Mart can also be extended to other enterprise applications such as CRM, Human Resources, or Financials, enabling managers to study business metrics such as revenue by agent, profit by customer, satisfaction by customer segment, and so on.

Info Mart Highlights

• Single data repository for all call center interactions: configuration, agent and application-level attached data
• An enterprise-wide view of customer interactions, configurations, and agent data, along with application-level attached data
• Complete interaction details and aggregated data in a ready-to-analyze multi-dimensional star schema format
• Navigate through interaction details and perform ad hoc and complex queries
• Ability to perform multi-dimensional, drill-down,and trend analysis
• Ability to integrate with external data stores through pre-defined data hooks
• Multi-tenant support and published data mart schema

Because the financial services market has become so competitive, companies in this sector have turned to Genesys to help them manage their customer interactions and turn their contact centers into profit centers. One retail bank invested in Info Mart to monitor data that affects the health of the company. Rather than tracking average handle times, wrap times, number of calls handled, and other traditional contact center metrics, they monitor profit by call, profit by agent, closed sales rates, cross sell rates, and other data that tracks the success of the contact center as a profit center. "Talk time is up, and we couldn't be happier," remarked one manager, reflecting on the success they've seen in driving revenue through more effective customer interactions.