Date Added: Jun 2009
Customer service is a key differentiator in any competitive business climate. To make the most of every customer interaction, businesses must have a firm understanding of their customer's service and support experience as well as their contact center agent's performance. Only by consolidating data collection, reporting, and analysis enterprise wide will a business achieve a definitive 360-degree view of customer interaction and operational performance. This white paper describes Operational Analyst reporting and analytics architecture, reporting capabilities, and example configurations for new or existing Avaya contact center customers.