Metrica Systems

Metrica Systems is a Unified Customer Experience Analytics solutions provider for customer service centric organizations. Metrica’s analytics solutions include: - Contact Centre Performance Management (CCPM) - Unified Reporting, Scorecards, KPIs & Dashboards - IVR and Cross-channel Analytics - Real-time Performance Management - Agent Desktop Analytics - Outsourcing Performance Management - Social Media , VoC and Sentiment Analytics Typical business benefits: Metrica's solutions help improve customer experience and operational efficiency holistically and provide tangible results in 30 days. - Increase in CSAT by up to 10% - Increase in agent productivity by 5 to10% - Improvement in supervisor effectiveness by 10 to 20% - Reduction in MIS costs by up to 60% - Increase in IVR self-service completion rate by 2 to 5% - Increase contact centre sales by 10 to 15% Our CenterWorks Unified Analytics product platform can be integrated with more than 75 different systems from Avaya, Cisco, Genesys, Aspect, Siemens, AudioCodes, Verint. Nice, HP, Microsoft, Oracle, Amdocs and other in-house built systems. Typical contact centre systems that are integrated with CenterWorks are ACD, IVR, WFM, CRM, Chat/Email/Social Media, QM/Call Recording, VoIP Gateways, Coaching/Training and HR. Contact: sales@metricasystems.com