Numerify expands suite of award-winning IT business analytics to include contact center
Numerify IT Contact Analytics provide complete visibility of the service desk environment by connecting leading contact center technologies and IT service management systems within a single, high-performance analytics platform. Role-based dashboards help drive alignment to improve executive communications, supervisor and agent evaluations, and agent coaching. Numerify developed the IT contact analytics solution in response to feedback from their customers, many of whom expressed significant challenges incorporating contact center performance into a unified view of their IT service operations.
“As contact centers play an increasingly strategic role, many organizations are discovering they lack the right tools and resources to demonstrate business impact. Centers need a way to analyze issues, identify root causes, and create new initiatives for performance management,” said Lori Bocklund, the Founder and President of Strategic Contact. “A pre-built analytics application is invaluable in helping to define actions and quantify outcomes, as contact centers often lack the time or in-house talent.”
Numerify began working closely with select customers on the Early Access Program (EAP) during the fall, and expects to offer general availability in early 2017. The company also plans to integrate additional data sources such as leading workforce management and business systems, which will broaden the scope of the solution to cover additional analytics use cases.
“As IT leaders accumulate more data and reports, it becomes a real challenge to glean valuable insights that increase transparency and identify opportunities for improvement,” said Gaurav Rewari, Co-Founder and CEO of Numerify. “Numerify’s IT Contact Analytics represent an important addition to our suite of applications, giving IT leaders the ability to increase contact center efficiency and improve service quality with precise insights delivered rapidly.”