The Statistics Analysis Manager™ (SAM) is part of our CallCenter Millennium Series™ of products. SAM is a comprehensive data collection and reporting system that gives your call center managers the up-to-the-minute historical and/or real-time reporting information they need to effectively manage infrastructure and human resources for peak call center performance.
SAM collects detailed information from your telephone switch about every inbound and outbound call and tracks both call activity for the call center, as well as agent activity. This data can then be used with important management information from other sources in your call center to provide comprehensive call center reports. This will give call center managers more power to assess call center performance and productivity and also allows business managers to assess results, such as the bottom line impact of a telemarketing campaign or improvements in customer satisfaction levels.
OmniEngage drives proactive and personalized experiences across all channels – phone, mobile, web, text, social, and agents. The premise of the Solution as a Service is simple, Reduce Customer Effort to drive loyalty as measured by retention, wallet share, and advocacy.