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Universal Contact Center Reporting (UCCR)
About UCCR Solution
™
Universal Contact Center Reporting™ (UCCR) means delivering better
insight
about your customers’ interactions from multiple platforms such as Genesys (voice and media), Cisco (UCCE and UCCX), Interactive Intelligence (ININ) so you can take more effective management
action
.
Our approach is driven by the UCCR™ that creates a unified management information infrastructure - bringing together information from all of your contact routing platforms, back office applications and workflow systems across your multi-site enterprise.
Uniquely the UCCR™ uses event level data to provide
comprehensive
,
accurate
and
innovative
information that will dramatically improve your organization's critical Front and Back Office management processes:
Workforce Management
Performance Management
Business Intelligence
Management Information for contact traffic
With exceptional information for these business-critical operational areas our customers have been able to address their key business issues including:
reducing costs
increasing revenues
improving employee retention
improving customer retention
Universal Contact Center Reporting
™
(UCCR) consist of:
Unified Real-Time Statistics Service (RTSS)
Unified Call Center Statistics Service to produce historical reports (CCSS)
Unified Work Force Management Real-Time Service (WFM RTS Connector)
Unified Web Configuration Tool
Unified Configuration Management Service (CMS)
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