The only way to become better, is to understand performance. The process of feeding back the results of the previous work to then modify subsequent actions is the single greatest driver towards efficiency. Yet, most systems ignore historic performance, fail to learn from past mistakes, and repeat those same pitfalls over and over. Fortunately, at DFX5 we have developed a solution to help firms discover business intelligence and highlight the results without the need to fetch for the needle in they haystack.

At DFX5 we use a variety of cloud-based tools to assist your contact centers, including Amazon Connect which enables customer service representatives to respond to phone calls or chat inquiries from end customers just as if the contact center infrastructure was set up and managed on premises. The solution connects with other AWS services, which allows us to extend the capabilities of the contact center and the reporting mechanisms. We chain-link a variety of services to digest and consume the contact center data, including AWS Glue, which can process and integrate all the data and events generated within the contact center, export the information to a safe data lake, and then enable data visualization systems for ad-hoc reporting.

Due to popular demand, and given the massive global adoption of Amazon Connect, the team at AWS released the ability to explore CTR records for an absolute total control of all events that occur within the contact center. Our proprietary systems use these CTR records to decide how to respond to customer queries automatically and serve as the base for the analytics platform. The more information is integrated into the data lake, the better insights are developed. The analysis is then ready to be consumed directly into real-time dashboards in Amazon QuickSight.

Once the data is available in QuickSight, then key performance metrics can be defined and monitored from different perspectives. Each point of view provides a set of guidelines or recommendations for calls to action, all geared towards improving the contact center operations. These perspectives highlight hidden patterns and can help your supervisors manage call agents with more visibility and accuracy on performance. Easily measure the unproductive agent times, average time to resolutions, volumes of calls handled, and many more customizable metrics. Once the report is defined and the dashboard is updated in real-time, then companies either share the information between teams to take corrective actions or publish the data for external sources. Pretty much anything you would think as interesting to know about the call center operations is accessible in the analytics platform.

At DFX5, we understand the data processing and visualization process for any contact center regardless of their industry or scale. If you are looking for the right partner to guide you and help your organization succeed in the cloud, please, do not hesitate to contact us today.