Genesys Info Mart

Successful contact centers are the result of hard work and careful planning. They also require a healthy supply of real-time and historical data that provides managers and supervisors with a view of what's happening now, and what happened yesterday, last month or last quarter. Genesys' Customer Interaction Management platform provides a comprehensive reporting layer that delivers key real-time, call center reporting metrics so that problems can be identified and corrected as soon as they occur. In addition, real-time data feeds can be presented in an historical context so managers can identify trends.

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 much of the drudgery out of this contact center reporting process by collecting relevant data so that it can be "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 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 Support for standards-based Business Intelligence tools and reporting software 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.