Call Center Express
Call Center Express is a quick-to-deploy application designed for companies interested in leveraging a performance management solution in their contact centers. It delivers critical best practices in monitoring and managing contact center KPIs, drives personalized goals and performance milestones for every employee in the operation, and standardizes the coaching process across the organization.
What makes Call Center Express different?
Embedded Best Practices
Based on industry best practices, Call Center Express offers a wide array of domain specific features and tools allowing organizations to easily identify and take advantage of performance improvement opportunities including:
- Over 75 out of the box role-based reports & dashboards
- Over 250 out of the box KPIs & metrics
- Comprehensive site, team and individual goal management features
- Coaching and employee recognition pre-designed workflows
- Standard reporting and analysis tools
Fast and Easy Data Integration
Call Center Express allows contact centers to select from a comprehensive list of Merced Data Connector Packs to quickly integrate data from up to three data sources within any single deployment.
Built on Merced Systems' Proven and Highly Scalable Technology Platform
Call Center Express is built on the Merced Technology Platform - a proven and scalable performance management system with key features including metric-level security, the category-leading OLAP-OLTP reporting system, an award-winning personalization engine, and the most comprehensive forms and workflow engine available on the market. Because Merced Call Center Express is built on the same platform as Merced Enterprise products, Call Center Express can be easily upgraded to Merced Performance Suite, providing customers with the most comprehensive and configurable performance management solution in the category.
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Call Center Express Benefits |
- Improved supervisor & agent performance
- Reduced reporting costs
- Improved management insight into call center performance
- Low cost, accelerated introduction to performance management
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Call Center Express is available on-demand or for on-premise deployment.
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