CoreMatrix, a cloud computing consulting company, today announced the availability of Instant Insights, a real-time performance analytics solution for the contact center.
Instant Insights leverages the power of Salesforce.com to boost a Contact Center's performance. The company claims that the solution can quickly find, listen and react to poor call handling. It can also manage and train CSRs based upon measureable performance, and improve inefficient business processes. It leverages Chatter from Salesforce.com to notify managers who can quickly intervene to coach CSRs.
“Instant Insights easily hones in on problems without having to spend countless hours monitoring and listening to random calls,” said Paul Nix, CoreMatrix Co-founder. “Using the real-time Chatter case feed helps managers quickly find, listen and react to poor call handling.”
“The performance analytics provided by our new technology will allow customers to reduce CSR expenses by an average of 8%. For a 3,000 user Contact Center this represents $5.5M in annual savings! For a 300 user Contact Center, this would be approximately $550k,” Nix said.
CoreMatrix recently announced that the retail industry is adopting cloud solutions to reduce infrastructure and computing costs as well as to engage consumers on social networks and gain a 360-degree view of their customers. Many retailers have already embraced cloud computing, as evidenced by associates at brick & mortar stores using tablet computers to better serve customers and the increasing appearance of in-store kiosks enabling customers to access online product reviews and recommendations. In addition, cloud-based social log-in tools and other conveniences offer consumers an easier online shopping and buying experience.
CoreMatrix Co-Founder, Paul Nix noted that cloud-based tools help retailers captured extensive consumer data that can provide a complete view of customers and that proactive retailers are using social technologies internally to improve customer service.