Business Outcomes

Improve Customer Satisfaction in the Contact Center

Over the past decade, new call center trends and business models – such as outsourcing and “virtual” contact centers – have drastically changed the face of support operations. Your success depends on your ability to measure agent productivity, track the effectiveness of interactions, and assess customer satisfaction across multiple service channels.

Complete Call Center Intelligence

WebFOCUS lets you measure critical metrics (first-call resolution, call volume, agent performance, up-sell/cross-sell, etc.); optimize interactions across channels (phone, e-mail, chat); and anticipate churn, retention, and other satisfaction indicators. You can even make self-service capabilities available, so customers can conveniently help themselves to the information they need.

  • Portals/Dashboards
  • Self-Service and Customer-Facing BI
  • Predictive Analytics
  • Sentiment Analysis
Our BI and Analytics Platform

Success Story

The Challenge

How did Palm Coast Data utilize modern BI technology to fine-tune analytics for calls, orders, shipping, and inventory, while expanding its analytics tools to include e-commerce dashboards?

The Strategy

By partnering with Information Builders to create a customer-facing analytics portal and a series of reusable InfoApps™, enabling dashboard reporting with unmatched data integration and drill-down capabilities.

The Results

Now customers can use InfoApps and dashboards to analyze their marketing, sales, fulfillment, and support activities. Scheduled reports indicate significant milestones while an audit trail encourages further investigation.

A Single, Accurate View of the Customer

With iWay, you can integrate CRM, sales, help desk, and other systems that house customer information. Data quality and master data management (MDM) tools ensure the integrity and consistency of customer data across all systems and sources, so your agents can leverage a complete, 360-degree view to ensure a superior service experience.

  • Adapters
  • Data Integration
  • Master Data Management
  • Data Quality Management
Our Data Management Platform

Success Story

The Challenge

To support the increasing number of transactions resulting from the company’s continued growth, Winston Brands needed to seamlessly integrate a wide array of internal and external systems.

The Strategy

Using iWay Software technologies from Information Builders, it implemented a broad-reaching application integration infrastructure to link many types of databases, platforms, and information systems.

The Results

Winston's integration environment has enabled the rapid creation – and reusability – of interfaces with minimal maintenance. Critical communications among employees and partners have been automated, delivering a significant strategic advantage in a competitive market.

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