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 Customer interaction business intelligence

Your contact centre is rapidly evolving as new technologies change customer interaction and customer expectations. Having visibility of your customers' behaviours, their experience, your daily operations, and the effects of business and operational initiatives is imperative.

The ability to make informed decisions in a timely manner, with the evidence to support them, can be the difference between success and failure. This is why you need a streamlined and integrated customer interaction business intelligence solution.

 

Overview

 

It's important to use complete and timely information in making business and operational decisions affecting your communication with customers to drive – and not hinder – business success.

Along with workforce management and quality solutions, Dimension Data's customer interaction business intelligence offering ensures that you have the right information to best manage interaction with your customers.

Customer Interaction Business Intelligence enhances business and operational performance by focusing on:  

  • management information systems:
    • management reports, trends and dashboards
    • contact centre-specific and integrated business reporting
  • analytics and the voice of the customer:
    • real-time and historical reporting
    • agent desktop analytics
    • agent quality and capability scorecards
    • speech analytics
    • post-call surveys
  • benchmarking and best practice:
    • benchmarking of contact centre strategy and operations against industry vertical, local geography and global best practice

 

 

Benefits
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 ​You can expect our business intelligence solutions to deliver the following benefits:

enable top-line revenue growth from higher customer satisfaction due to your responsiveness to customer's needs
improved visibility of the effectiveness of business and operations initiatives
increased employee productivity by identifying and correcting process and system inefficiencies
lower operating costs by adjusting customer interactions to align with trending customer behaviours


market and competitor intelligence from information your customers provide

what we offer

 

Through discussion and interactive learning, our Contact Centre Development Model helps you better understand and define your current stage of development according to operational and strategic criteria, including business intelligence. We assist you in envisioning your desired future state and creating a detailed development roadmap to take you there.

Our Contact Centre-as-a-Service (CCaaS) offering is a new way to access the technology you need to achieve the most effective customer management operations – without upfront capital investment, underutilized assets or wasted capacity.

We also offer a range of contact centre solutions  to help turn your contact centre into a competitive advantage.

 

Latest thinking

 

 

Why work with Dimension Data?
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We reach over seven billion customers a year via contact centres and self-service channels which we've built, designed, implemented, integrated, managed or consulted on.
We've designed, built and managed over 500 contact centres around the globe.
We manage our own contact centre outsource operations, employing nearly 4,000 staff. 
We have an extensive history and partnerships with multiple vendors, including Cisco, Genesys, Avaya, Verint and NICE.