Contact Center Application Analysis

Impact 360 Application Analysis captures desktop activities and application usage, helping to surface employee workflow patterns and the root cause of inefficient internal processes.

Contact center agents rely on a variety of systems and applications to do their jobs each day. Are they using these tools effectively and appropriately? Or are they struggling with them at the expense of delivering high-quality service?

Impact 360 Application Analysis captures desktop activities and application usage, helping to surface employee workflow patterns and the root cause of inefficient internal processes that may cause unnecessary customer contacts into your contact center. This innovative solution is available as a standard feature in Impact 360 for Retail Financial Services or as optional, add-on functionality for our Impact 360 Workforce Optimization, Workforce Management, and Quality Monitoring solution packages.

By providing an analytical view of desktop workflow by timeline, Impact 360 Application Analysis delivers immediate benefits. It accurately measures and compares real-time desktop productivity, helping managers assess employee workflow patterns, isolate processes or applications that may require re-engineering, and reinforce policies for company IT use. In addition to improving workflow and productivity, Impact 360 Application Analysis can help significantly reduce non-work related activities, such as games, Web surfing, and personal emails, that can have a dramatic impact on service levels, handle time, and other performance measures.