Extracting needed Business Intelligence Using Cisco Unified Intellignent Suite CUIS

 It has been a challenge for Call Center Analysts, Developers and Managers to extract customer related business data when needed, without going through weeks of custom development life cycle.  Cisco Unified Intelligent Suite is the new reporting platform for the Cisco Unified Contact Center environment. With CUIS, it is possible to generate reports from either the Unified ICM/CCE 7.5 or the Unified ICM/CCE 7.2 AW/HDS database.

CUIS-IPCC provides a simple way to tag customer data to a call; however summary data collected is based on type of the call and who is answering the call and not related to the customer who is making the call.  Often business management needs performance data based on customer specific parameters like campaign, department, location, corporate accounts, age groups etc.

Some scenarios where such intelligence is needed are :

• Sales manager runs a telemarketing campaign for existing customers in many regions and needs a report to analyze call responses by Region and Account Type.
• HR department changes benefits plan and needs call statistics from its call center based on Location, Department, Employee Status, and Employee Position.
• Accounting department needs a dashboard report based on Customer Type, Account Status (Fraud, Delinquent, Current), with FCR (First Call Response) , Average answer time, Answered Calls and Unanswered Calls.

There can be many such reporting scenarios especially for outbound campaigns where business needs call center performance metrics based on different customer specific parameters.  "VIMLA CUIS adapter for Cisco Outbound Dialer"  from ApproachIT (www.approach-it.net) is a business driven Reporting solution where business can extract call center performance metrics based on different customer or campaign specific parameters like Region, Account Type etc.; without going through long development life cycles.

More about VIMLA CUIS adapter for outbound dialer in next post.

Comments

[business intelligence]

Every business now wants their growth from the social media strategy. It helps a lot for getting more optimization of the business. Thanks for sharing a good information about the business intelligence.

[business intelligence consulting]

Challenging but makes me feel great!