Cisco data integration

By taking Cisco HDS raw data and integrating this with telephone network data, we have developed a reporting suite which goes well beyond that provided by Cisco itself.

By reporting on First Call Resolution rate at the Agent level and ranking best and worst practice, we expose training opportunities that takes avoidable repeat contact overhead out of the Contact Centre.

Clients often come up with their own ideas for new analyses that generate deeper insights and we’re quickly able to develop and deliver those too.