From data to insight

From hard metrics such as call volumes, wait times and call duration, to key business performance measures, VIM9 puts business users in control with more than just data – it delivers full knowledge and insight across the entire customer contact operations landscape. With VIM9, they can easily combine business measures alongside traditional data to drive better decisions and more timely actions across all customer and agent interactions. VIM9 Reporting & Dashboards provides full support for KPIs, trending and goals – seamlessly blending ACD data with sources like Workforce Management, Quality Management, E-Mail and CRM.

In just a few clicks, required information is available onscreen, and segmented, into selected groupings, such as call numbers, queues, business units, legal entities, business lines, brands, locations, contact centers, operators, or any other aspect of the eneterpise queue. In addition, a report-builder ‘wizard’ allows business users to quickly and easily create and amend reports in real-time, without specialist knowledge or support and with full range of export capabilities.

Putting insights into action

VIM9 Reporting & Dashboard's accessible and user-friendly reports provide in-depth insight into every aspect of the contact center. Business users will be able to instantly identify problem areas and detect opportunities for improvement creating an invaluable business advantage in the contact center's fast-paced environment. For example, users can get answers to complex questions such as “Which multi-language support strategy has the cost vs. satisfaction outcome needed for my higher value products?” Having identified issues this way business users can then implement resource and service changes using VIM9 Resource Management or routing changes through VIM9 Service Management.