Enhance every point of your communications technology for better performance and results.
Bringing Information Together
In practice, this requires data not only from the traditional call centre platform, but also three crucial systems: Customer Interaction Management, Workforce Engagement and Customer Relationship/Service Management. By tracking KPIs across these different tools, you can gain a far clearer picture of the customer experience – and agent experience – in real time.
illation has developed a framework to facilitate various system integrations that will allow for seamless data centralisation to accelerate transformation and analytics.
The data management layer is the data pipeline that ingests data from various systems that drive your business. Data ingestions are made possible by secure connections to APIs, Databases, Mail Servers or File Systems.
The strategy layer consists of carefully designed processes that allow for data transformation, data mapping and machine learning algorithms to provide additional insights on your analytical platform.