Ground Breaking Business Intelligence for Contact Centres
Contact Centre Analyst (CCA) – Empowering Contact Centre leaders with self-service actionable insight, to optimise resources, reduce costs and enhance the Customer Experience.

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Enjoy Amazing New Visibility
Empower your Contact Centre leadership team, with CCA’s brand new top-down visibility system. This inspires a natural accountability, enabling managers at all levels to raise the bar.

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Get Powerful New Insights
With pioneering technology turning big data into actionable management information, CCA Click&Go™ and CCA Insights™ will shed new light on all aspects of your Contact Centre, giving you insight that was never possible before.

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Be in Full Control
Enjoy unrivalled clarity, through CCA’s self-service access.
Make autonomous decisions and steer your Contact Centre with dependable, self-service, accurate information 24×7.

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Easily Spot Non-Compliance
With CCA’s sophisticated back end processes, emerging impact, anomalies, exceptions and gaps are made immediately visible, enabling you to take prompt action.

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Have Confidence in your Strategic Direction
With a complete history of management information at your fingertips, and with seasonal patterns and trends clearly visible, CCA will point you in the right direction.

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Quickly understand Root Causes
CCA’s unparalleled exception reporting allows you to focus on critical areas first.
Target driven traffic light methodology highlights issues and their root causes, enabling fast corrective actions.

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Get Immediate Insights into your Contact Centre’s Activities

CCA – PRO

Totally Transform
your Contact Centre
within Days

Essential Dashboard Visibility, with Point & Click Exception Reporting, comprising:

Customer Activity by Channel (including Voice, Chat, E-Mail)
Service Delivery & Performance
Resources & Efficiency
Comprehensive Real Time & Historical
Wallboards & Desktop versions

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CCA – PRO PLUS

Optimise your
Service Strategy with
Umbrella Visibility

Comprehensive Dashboard Suite covering all critical dependencies:

Multiple Data Sources (including CRM, WFM, QMS, HRM…)
Shrinkage, Demand Drivers & FCR
360° Scorecard by Team/Individual
Customised Reporting Available
CCA Insights (High Value)

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CONSULTING

Fast Track your
Contact Centre BI /
Dashboard Journey

Tailored Consultancy / Training Services for those seeking to understand:

The Big Data dynamic & BI in the context of Contact Centres
How to Design and Implement a successful BI System for your Contact Centre
The common Pitfalls that lead to Failure and how to avoid costly mistakes

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Client Case Studies

SINGAPORE TELECOMMUNICATIONS LIMITED, a leading COPC certified Asian Telecommunications giant, with a market cap of $32 billion, chose CCA as their Contact Centre Business Intelligence solution, due to CCA’s powerful exception reporting, umbrella coverage, dexterity, and ease of use.

CCA helped reduce support costs by 25% within 12 months and recently won the prize for the Best Productivity Solution of the Year, voted by the Contact Centre Association of Singapore.

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SINGAPORE POST LIMITED, the most successful and revolutionary logistics company in Singapore, brought in the CCA team to implement BI & Visibility solutions for their Avaya platform, and for a calibration and benchmarking exercise of their core Contact Centre reporting fundamentals.

There was a strong focus on Scheduling & Forecasting methodology to cater for:

1st Level Shrinkage (staff who are not in the office at all)
2nd Level Shrinkage (staff who are in the office but are unproductive)
Planned Shrinkage (staff who are on annual leave, public holidays, off days etc.)
Unplanned Shrinkage (staff who are no-show, or have called in with emergencies, on medical leave, etc.)

Gaps in the previous methodology were quickly identified, and correct staffing levels were ascertained, with the staffing and performance dynamic being normalised within 3 months.

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SINGTEL OPTUS PTY LIMITED, one of Australia’s top 3 mobile operators, engaged CCA for a comprehensive onsite audit, review and consulting exercise to help reinvent their Contact Centre reporting.

Previously producing hundreds of static reports (PDF documents, Excel spreadsheets, & Powerpoint slides) on a Daily, Weekly and Monthly basis, the CCA team enabled a rapid conversion from legacy and labour intensive low value reporting practices into a streamlined, and highly effective online BI solution.

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