Inteligine OneView - Solutions for Service Management
Customer service organisations are charged with a myriad of objectives which are often interdepartmental and cross-functional. From service level commitments to up-sell and cross-sell goals, to cost reduction to improved quality of service, service managers need a way to align their goals and monitor performance throughout the service organisation. Inteligine OneView is an interactive, higly configurable, dynamic unified service view that enables real-time analysis and decision making to your customer service operations. With OneView, companies can instantly monitor service level agreements and threshholds by viewing Key Performance Indicators in real time.
Inteligine OneView provides user-configured, integrated, graphical views of customer issues and service levels which are highly customisable and interactive, allowing the user to define exactly what information they want to see in different visual formats. The drill down feature provides a view of the data behind the visual representation and allows you to perform root cause analysis. Data can be viewed from multiple data repositories besides the CRM production system, real time, from a single view window.
Meet Your Service Goals
Every customer service operation has Service Level Agreements that they need to meet or pay penalties and face dissatisfied customers. OneView will track all of your service level agreements in real time in an interactive customised service view that can quickly identify which service agreements are in jeopardy.
Manage Your Customers
Stay connected to all relevant information about your customers while monitoring and managing your service delivery goals. Identify key trends and track emerging issues so that you can proactively handle new problems or missed performance goals.
Develop Your Own Measures For Success
Any user can create their own Key Performance Indicators or use the standard “out of the box” KPI’s. Standard KPI’s are provided for all Metrix modules. Customer KPI’s and Tabs can be created by users based on their Roles and Security.
Benefits
- Monitor and meet your Service Level Agreements
- Provide customers Service Data about Products and Sites in real time
- Create KPI’s on the fly to quickly generate new performance metrics
- Optimise contact centre performance real time by monitoring channels and service quality by agent
- Create a unified service view of CRM transactional data, infrastructure data and other financial data
- Interact and drill down to perform Root Cause Analysis
Features
- Allow “non-power” users to easily create KPIs, in a drag and drop environment
- Advanced visulisation with drill down capabilities to identify emerging trends and perform root cause analysis
- Access data from multiple repositories to explore new relationships
- Provide a real time view to CRM production data and actionable information