OVERVIEW
ThinkingAnalytics™ transforms large volumes of unintelligible enterprise-wide communications data into immediately accessible, usable and actionable information to make more intelligent, more proactive business decisions.
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Enterprises are grappling with increases in the volume and complexity of information that historically has resided in standalone applications in various parts of the organization. Examples include data in sales force automation, customer relationship management, marketing, customer service, and accounts receivable. ThinkingAnalytics integrates data from all of the ThinkingSuite ecosystem modules as well as third-party business applications into a comprehensive business intelligence environment.
Holistic enterprise view. ThinkingAnalytics combines real-time intelligence collected directly from all customer touch points (for example, information gathered from contact center agents) and from throughout the organization (from corporate headquarters, to back office operations, to remote locations) to provide a holistic view of organizational health and customer well-being.
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Actionable intelligence. ThinkingAnalytics moves beyond typical reporting capabilities found in contact center systems that often focus largely on agent activity while providing limited insight into the overall customer relationship.ThinkingAnalytics mines and analyzes customer engagement data from across communications media – voice, presence, instant messaging, email, CRM, support – to give management direct and actionable insight into all facets of customer interactions via user defined executive dashboards and Key Performance Indicators (KPIs). |
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