ApproachIT-VIMLA Contact Center Blog

Extracting BI using CUIS for Cisco Outbound Dialer Campaigns

Traditionally Call Centers were considered as Service Organizations and focus of companies has been to collect metrics that can help reduce the cost and improve the quality of the call center operations.  Accordingly the data that is collected and summarized is based on the type of the call, time taken to answer the call and who is answering the call.   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.   With CUIS it is easy to generate Summary, Detail and Drill Down reports for outbound campaigns.

Business units in the organizations have started realizing the wealth of information that can be stored due to customer interactions; and importantly benefits of business intelligence based on customer specific data in addition to call center performance data.  CUIS-IPCC platform provides an easy 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.  For example; 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.  To build such BI reports has been a challenge for Call Center Analysts, Developers and Managers to extract such data, without going through weeks of custom development life cycle.

"VIMLA CUIS Adapter for Cisco Outbound Dialer" from ApproachIT (www.approach-it.net) is a business driven Reporting tool , that can help business extract call center performance metrics for outbound campaigns based on different customer or campaign specific parameters like Region, Account Type etc.; without going through long development life cycles.  It has an easy to use interface that can summarize outbound dialer metrics based on customer or campaign specific data. In addition it provides interfaces to easily integrate with “Cisco Unified Intelligent Suite” to generate reports.  With this adapter it is possible to build BI reports that may not be possible before and importantly in a significantly short time.

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.