Call Centre Business Intelligence Boost

London-based contact centre specialist ProtoCall One is to launch a set of Business Intelligence (BI) solutions, aimed at helping clients pull together business data and make better use of performance metrics to improve their approach.

The new system will be based on the Hyperion 9 Business Intelligence (BI) platform, which reduces the effort and cost involved in bringing together disparate data sources into a standard, consistent format. Initially the focus will be on delivering the BI needs of the contact centre industry, but the firm then plans to offer the solution to a wider market.

Business Development Director Faraz Khan said that the firm had identified the lack of BI in contact centres as a major 'pain point' which was holding many back from improving overall performance.

Khan explained: 'Bringing this sea of rich data contact centres generate from a multitude of systems into a consistent and reliable format is a crucial exercise that doesn't - contrary to popular belief - require a huge data integration and consultancy exercise.' He added that the solution also offers advanced management reporting and analysis capabilities.

ProtoCall One helps organisations to identify and resolve the technical and business issues involved in integrating contact centres into mainstream business processes. It is online at www.pc-1.co.uk.

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.