Business Intelligence

Mission Accomplished for Customer Support Command Center

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Executive Summary

A leading global manufacturer of high-technology products needed better insight to deliver on Service Level Agreements (SLAs) with enterprise customers worldwide. It needed to develop a continuous monitoring and reporting solution to help the customer support center achieve compliance with service-level agreements. It deployed IBM Cognos Now! solution provides hundreds of users with real-time access to more than six data sources, supporting the call center with immediate insight into key performance metrics.

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