Accurate, timely insightful
reporting is the backbone and lifeblood of most contact centers.
All too often the effort that goes into this reporting is not
commensurate with the results. For this reason WFMG offers a variety
of reporting solutions designed to specifically meet the needs
of today's contact centers.
Whether the solution is simply
automating existing reporting or developing comprehensive and
elaborate new ways of displaying and disseminating information
WFMG has a solution that fits. WFMG can combine legacy information
with new data sources to create new data elements on a real-time
or historical basis and can do so at a fraction of the cost of
traditional integration and reporting solutions.
[ The
WFMG Advantage ]
Unlike many traditional integration providers WFMG is a
contact center expert with years of experience solving the exact
reporting challenges you face. WFMG can assist, not just with
creating a report or display but creating the right report or
display for your business. We understand contact center metrics
and measures and can help you wade through the mountains of information
to get at the data that drives your business.
[ The
Infoquire Advantage ]
Rather than creating complex and costly custom coding, WFMG leverages
a sophisticated data acquisition engine. This engine already has
data adapters built for many common systems and platforms which
frequently results in integration in a few hours rather than months
with traditional providers. Remote adapters allow data to be collected
any where in the world and then the relevant data can be sent
back via the internet. These intelligent adapters will even notify
you in the event of a missed collection period. The data collection
capabilities are not just limited to historical databases either,
but also real-time data streams from ACD’s and a wide variety
of other devices. In short, Infoquire takes the challenge out
of getting the data and allows us to focus on managing and reporting
the information in an effective and intuitive manner.
[ Basic
Integration Services ]
Frequently WFMG is called upon to integrate disparate solutions.
Your needs may be as simple as moving information from one database
or device to another. In these circumstances WFMG has a fast,
effective, easy to implement solution. Some examples of this type
of integration include: integrating WFM systems to time clocks,
time clocks to payroll system or just about any routine point
to point integration.
[ Enhanced
Reporting ]
The majority of contact centers predominately utilize basic “out
of the box” reports provided by their various systems. Rarely
does this meet the needs of the business. A handful of statistics
from one report, a few from another and before you know it managing
your business means wading through twenty reports in order to
understand key business drivers. Another common scenario involves
some poor “Analyst” who spends all day consolidating
data from a variety of reports to get you the information you
need.
WFMG can customize and automate this process
for you. Including real-time web based dashboards for you and
your staff with up to the minute analytics customized to meet
your exact business needs. And at a cost that is a whole lot more
affordable than you ever imagined. Now imagine your Analyst with
time to spend time actually analyzing data instead of producing
it.
