Genesys Informiam Product Line

The Informiam Contact Center Business Management Suite from Genesys

Informiam speeds recognition of issues that impact customer service, revenues and costs for contact center operations. Informiam provides faster, more accurate decisions by enhancing visibility, accountability, collaboration and flexibility into the contact center enterprise. Informiam provides 4 key benefits:

Visibility
Transparent, consistent, holistic view into the contact center enterprise for all users including business, operations and IT

Accountability
Strategic alignment of business goals and objectives with operational performance

Collaboration
All users work on same issues, the same well-defined metrics with a consistent view of the customer service enterprise and data that represents a ‘single version of the truth

Adaptability
Ability to adapt to changing conditions, business needs and unexpected events while maintaining customer service

Contact Center Advisor, pictured above, is a key module in the Genesys Performance Management suite. Its dynamic views provide complete visibility into how your customer interaction enterprise is performing.

The pace of contact centers continues to increase as organizations stretch to keep up with a more savvy, knowledgeable and increasingly fickle customer. To meet heightened customer demands, contact centers are transforming themselves to focus more on revenue and to create a more virtual enterprise to increase flexibility, services and to reduce costs. Economic demands are forcing organizations to reduce and control costs while maintaining an ever increasing demand for services.

What’s the answer? Business executives are coming to the conclusion they can no longer manage customer interactions reactively as they have in the past. Tough economic times underscore the fact that customers are key assets that need to be protected. Executives increasingly look to new technologies such as the Informiam Product Line for answers. Through Informiam, both business and operations gain visibility into the virtual customer interaction enterprise and can better manage contact center operations to business and revenue objectives.

Key Informiam Benefits
For business, operational and IT personnel:

• Provides real-time visibility into the contact center enterprise up and down the chain of command
• Breaks down data silos, consolidates and correlates data
• Allows business, operational and IT leaders to view and manage their contact center enterprise like they view and manage their business
• Monitors key data metrics and provides early warning performance indicators
• Speeds response time and decision making before issues impact sales and service

The Informiam Suite contains four integrated modules including:

• Contact Center Advisor
  Consolidates and correlates call data around contact center performance in real-time in a simple, elegant unified display and detects exceptions in a business context across the enterprise.
• Contact Center Advisor, Workforce Option
  By consolidating data from multiple switches and workforce management applications, helps organizations manage the supply/demand equation for the contact center enterprise.
• Contact Center Advisor, Historical Option
  Supplements your ability to manage enterprise contact center performance by associating real-time events with historical data. Users are able to quickly understand patterns and anomalies relative to real-time events detected in Contact Center Advisor.
• Frontline Advisor
  Used by contact center supervisors and team leaders to ‘coach-in the-moment’ and manage agent call and sales behavior in real-time by correlating agent state and revenue data with behavioral rules.
• Frontline Advisor, Agent Option <
  Used by contact center agents to manage their own call and sales performance activities. Real-time visibility into their behavior allows them to self-correct and encourages them to act on supervisor coaching and best practices.

The Informiam Suite is based on the Informiam Platform which includes:

• Business Rules Engine: Maintains and enforces business rules throughout the enterprise
• Meta Data and Configuration Setting Database: Allows users to organize their data and metrics around the way they run their business and common data structures
• Advanced Architecture: ‘n’ tiered, web-based architecture enabling all users to work from the same data set

Informiam’s Contact Center Business Management Suite is a proven solution and used by the world’s leading organizations. The following is an example of how Informiam is used by a leading international company:

AT&T A detailed analysis of how Informiam for Contact Centers has helped one of the nation's largest wireless carriers reap $6.4 million in benefits with an annual ROI of 201% on its investment.