Leverage Existing Technology
There is no need to change or upgrade your existing infrastructure. CCA’s footprint is very light and sits on top of all of your existing data systems, e.g. Multi-Media, CRM, WFM and Data Warehouse.
Continuous Improvement with Immediate Insights
Even in Contact Centres that appear, on the surface, to be performing very well, there are always things that can be done to improve, so that you can continuously evolve your CX delivery.
The team at CCA have added an extra level of Business Intelligence to CCA’s Contact Centre visibility suite, by uncovering issues in harder to reach areas.
CCA automatically scans the Contact Centre big data sources for anomalies and non-compliance events that are hiding under the surface. When something irregular is detected, an alert is triggered. CCA then scrutinises all of these alerts, assesses their risk level, and ranks them according to severity.
Accessible with a single click from the CCA Dashboard Homepage, CCA provides an Immediate Insights pop-up summary, containing up to 10 Insights at a time.
This helps managers by not only catching emerging issues quickly, but it also helps managers prioritise their time, by being made aware of critical issues in order of their impact.
Having Immediate Insights coming through 24×7 ensures continuous improvement in the Contact Centre. The proven success of this feature is due entirely to the creators significant hands-on experience in managing Contact Centres (the hard way).
Such issues, without being flagged systematically, are easily missed, especially in Real Time, whereby information is only useful during that moment.
A default set of recommended Insights come with CCA as standard, and these, along with their thresholds, can be tailored to match each Contact Centre’s unique environment.
Each Insight has its own Fact File, enabling effective knowledge sharing, and comes with a quick jump link, connecting managers directly to the details, and the source of the problem.
With CCA, you can just Click & Go
CCA was created to make it quick and easy for managers at all levels, to get the information they need, to make well informed and timely decisions to improve Service Delivery and optimise the Efficiency of their Contact Centres.
With One Click access to Immediate Insights, it is very easy for managers to navigate huge swathes of data, prioritise and isolate issues and identify patterns that would be almost impossible to replicate, without significant effort and time.
CCA is designed to enable Point & Click access to multiple different Dashboards to gather more Insight, faster. There is no typing required, there is no need to select multiple options, and there are no queries; so there is no waiting around for reports to load. Everything is already pre-prepared so managers can just Click & Go.
With all KPIs having their own Targets, any non-compliance is flagged with Traffic Light colours and mini-graphs. This allows CCA to rank the Performance & Productivity of multiple KPIs across departments, and enables very powerful Point & Click exception reporting.
Another great example of CCA’s powerful Click & Go capability is CCA Pulse™ , which delivers highly intuitive single click access to multiple different tiers of Dashboards. This provides managers with a greater depth of Insight, ready on demand, such as visibility By Skill, By Channel, By Agent and By Date & Time Interval, within seconds.
Guaranteed 10% improvement
in Performance & Productivity
during your
Free 30-Day Trial
(T & Cs apply)
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High Return on Investment
Subject to the scale of Contact Centre Operations, direct or indirect Return on Investment is achieved in 1 to 3 months, with a radical benefits curve being experienced very quickly after Go-Live.
Global Support Help Desk 24x7
Multi-Channel & Multi-Lingual to meet customer preferences, with strict SLAs in place to track response times and ticket status. This provides customers with a guarantee of swift closure to support related enquiries.
Award Winning Productivity Solution
Recently voted as the Best Productivity Solution of the Year by the Contact Centre Association of Singapore, for the CCA implementation in a leading Asian Telecommunications giant’s multi-site, multi-lingual Contact Centre.