Reporting for Your Contact Center

Syntellect CIM provides the tools you need to effectively track, monitor, and report on call center management data. Syntellect CIM solutions for call centers contain powerful historical tools for effectively collecting and managing a wide range of relevant call center management data. Every interaction entering a contact center leaves a trail of data in its wake. Syntellect CIM historical reporting tools capture and make sense of this data through reports, matrices and customizable parameters.

Engineered with a unique qualitative approach to contact center data, these tools enable businesses to run a contact center with consideration for both efficiency and effectiveness. These tools allow companies to measure performance across all media channels, thus enabling the evaluation of true resource productivity and customer handling. Syntellect CIM’s reporting tools are delivered with several pre-packaged decision support content views and can be customized to support unique business requirements. The system delivers information to all stakeholders inside or outside of the contact center through a web interface.

Used with our real-time management tools, Syntellect CIM’s historical reporting tools enable effective monitoring and control of call center operations because they are based upon rich, real-time and historical data. Syntellect provides a solid, quantitative foundation for making call center management decisions and modifications in real-time or over a period of time.

Key Syntellect CIM Reporting Capabilities

• Collect and manipulate relevant data in historical reports
• Run custom reports or use pre-defined report templates
• Export Syntellect CIM report data to other sources using Crystal Reports
• Evaluate contact center performance levels against predetermined benchmarks
• Unifies access to business data and contact center performance to assist with the daily operational needs of a contact center
• Allows custom report development
• Provides start-to-finish reporting infrastructure for information on all aspects of the interaction process

Visit the Contact Center Resources section to discover more about Syntellect's interaction management solutions, whitepapers, case studies, articles and other information about the contact center industry.

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