To discover day-to-day contact center operational issues, customer service professionals run summary reports, look at customer survey results, and get IT to examine low-level system details… But without detailed analytics, some poor customer experiences and problematic agent performances are hard to find. Visualizer is an operational analytics application for PureEngage that visualizes contact center interactions and displays issues in real time, empowering teams to make proactive, insights-driven decisions.
“With Visualizer, instead of escalating through the tiers to an engineering level, we’re continuing to push the conversations down to the lowest possible level of support. Now, more senior and more expensive technicians are freed up to work on revenue-generating projects. This has proven to be an unexpected benefit from Visualizer.”
– Daniel Vetro, Director of Information Services
West Corporation
“Whenever we get a report from the business about an issue, Visualizer is the first place we go to. Sending someone an email with log text is hard to understand. Our process is now changed to provide Visualizer screenshots. Through them, our businesses can see and understand exactly the issue at hand, which built my confidence in having to administer the system going forward.”
– Todd McCall Voice Systems Engr. 3
PacifiCorp
Automatic Business Performance Mobile Alerts
Aria’s Visualizer Dashboard – Visualizer Ops & Visualizer Analyze Views
Visualizer Ops Business Performance Overview
