Leveraging WebFOCUS has taken the PNC Bank call-center operations to new levels of efficiency – eliminating paper costs, making report distribution instantaneous, and reducing staff overhead. We've had WebFOCUS for only ten months and it has already paid for itself in terms of time savings, cost savings, and increased efficiency for our agents, their supervisors, and corporate management. WebFOCUS has demonstrated its worth as a business intelligence solution for call-center management."

Adam Silber,
PNC Bank

Business Intelligence and Integration Solutions for Call Center Management

Information Builders and Call Center Management

Information Builders provides call centers with the insight they need to increase agent productivity, reduce overhead costs, and improve the customer experience.

New call center trends and business models – such as outsourcing and virtual contact centers – are emerging, making service and support operations more difficult to track, manage, and evaluate. Additionally, as more companies rely on their call centers to make a measurable contribution to the bottom line, they are under increasing pressure to boost revenue, maximize productivity, and reduce overhead costs.

Information Builders' enterprise integration and business intelligence solutions provide call centers with valuable, timely insight into all facets of their operations. Managers can instantly identify critical patterns and trends in call volumes and accurately evaluate agent performance to ensure proper staffing levels and optimal workforce efficiency. Representatives have comprehensive customer and prospect information at their fingertips so they can deliver superior service and successfully leverage up-sell and cross-sell opportunities.

Information Builders' technologies empower today's call centers with:

  • A complete view of customer information from popular CRM applications such as Oracle, SAP, and more than 300 other sources
  • Real-time agent activity and performance monitoring
  • In-depth call traffic analysis
  • Continuous tracking of critical metrics such as average speed of answer, call-handling times, hold times, transfers, etc.
  • Workforce planning and management
  • The ability to build and deploy robust and intuitive Web-based self-service solutions

Call centers of all types and sizes rely on Information Builders to increase agent productivity while reducing operating costs. Most importantly, we've empowered call centers around the globe with the insight they need to maximize customer satisfaction and retention by ensuring consistency and quality across all interactions.

Development and Implementation

Information Builders Professional Services employs a team of CRM specialists to assist with your implementation.

Contact us to discuss your specific organizational needs.

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