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In the movie The Matrix (1999), a character named Cypher whiles away the hours staring at a torrent of raw data scrolling vertically down an old-fashioned video screen. While others see an indecipherable waterfall of symbols, he sees a coherent pattern that makes up the artificial reality known as the Matrix. (He also eventually goes insane.)

There are days when contact center analysts, supervisors and managers must feel like they’re staring at the same indecipherable waterfall of data — “staring at the Metrix,” if you’ll forgive the pun. The many, various and complex systems that make up the modern contact center form a fount of data that never runs dry; they collect information on virtually every measurable aspect of a customer interaction, how it was handled, and by whom. Typically, the number of database records rises into the millions in short order.

Add Value to Customer Solutions and Close More Business…Even in a Down Economy

Business Intelligence (BI) - otherwise known as reporting, analytics and performance management - is a critical and high-priority technology in any organization. It is also extremely important within any contact center, as it can deliver extremely high value functionality in an environment that is driven by data and numbers. Yet most contact centers don’t have any kind of strategic Business Intelligence strategy, methodology or solution that allows them to leverage ALL of their contact center data to make better, more informed decisions. In most cases, reporting and analytics is done inconsistently and inefficiently using spreadsheets, and manual data extraction and manipulation processes.