|
xMP Reporter is a comprehensive reporting package that gives complete end-to-end data on every aspect of xMP applications, out-of-the box and with no additional development effort.
This provides management, business analysts, service designers and call center staff, with everything they need to monitor the success of an application. With a fully documented database and reporting structure, whatever your interest in the IVR functionality, you will have easily accessible reports to meet your needs.
|
click to enlarge
|
xMP Reporter enables service managers to:
- Generate detailed views on activity within applications
- Quickly respond to management requests for information
- Provide and analyse tuning information to validate design and help improve the service
- Easily extend and customize database structure and reports
- Track success of campaigns and special offers
- Quickly identify and react to bottlenecks that appear in the application
- Determine additional self-service options for future development
- Export data to other databases for centralised reporting
- Combine with custom service data to provide service-specific reports
- Integrate with existing reporting engines and frameworks to seamlessly include xMP reporting
- Integrate with existing CTI information to provide seamless 'cradle-to-grave' reporting of caller experience through telephony, queues, IVR/Self-Service and Agent
- Distribute reports to individual tenants based on their own applications
- Reporting data is created automatically without any additional effort or coding by the developer
- Flexible and open data schemas allow off-the-shelf and existing reporting engines to report on xMP Data - such as Business Objects, Crystal Reports
- Micro-level application reporting data allows detailed analysis of caller behaviour and pathways, errors, error types, loops, fallouts, menu choices etc.
- Detailed behaviour analytics allows applications to be tuned and improved
- Reporting data available immediately following a call - no delays waiting for aggregation
- Rapid validation of application behaviour and performance
- Rapid understanding of caller behaviour and difficulty/success rates
- Any type of report can be designed according to business need; standard templates are provided and can be modified
- Local or remote database can be used, depending on requirements
- All leading industry databases supported
- Distribute reports over the web to stakeholders/tenants
- Integration with CTI allows calls to be tracked throughout the entire call centre journey, not just within IVR
|
|
