Data Synergy – Customer Experience Testing Tools for Your Contact Center.
Today, as call centers become more complex with deeper level of integration into other channels, it is important to understand how technical issues such as Ready State / CRM delays or Voice Quality could affect Running Costs and, ultimately, your Customer Experience.
Data Synergy provides a range of testing services and offers a set of effective simulation tools for analysing a call center's costs and revenues under a variety of conditions.
Total Weekly loss of customer calls
Average Revenue per Call
Total Weekly Loss of Business
We deliver automated testing of your Omni-channel Contact Center to ensure highest efficiency.
Available both as On-Premises and Cloud models
Data Synergy Integrado (Integrado - Spanish for Integrated) is a unique and innovative suite for automated testing of Omni-channel Contact Center platforms. It allows to effectively automate different types of tests with tailored reports for efficient validation of various business KPIs as well as technical quality metrics.
CLOUD |
STANDALONE |
---|---|
Customer calls are placed through the Service Provider | Customer calls are placed locally |
Suitable for production Contact Centers | Suitable for pre-production systems |
All tests are executed from within Data Synergy cloud data centers | All tests are executed On-Premise |
Benefits:
|
Benefits:
|
We deliver automated testing of your Omni-channel Contact Center to ensure highest efficiency.
What we measure
While managers use spreadsheets often for financial analysis and reporting, very few would think to use simulation tools for the same purpose. We measure Efficiency, Loss of Business and Customer Experience by thoroughly analysing and comparing the technical operations performance of your systems with the real-time customer experience metrics.
Technical parameters |
Customer experience metrics |
---|---|
Audio Delay | Voice Quality |
Round trip latency | Queue and Hold Times |
Packet Loss (%) | # of Transfers |
Voice Quality | First-Call Resolution Rate |
What you get as a result
A full operations snapshot with a precise history-based picture of the business unit effectiveness. We tailor the reports combining data from multiple sources so it is 100% meaningful and show you what is important to your business. Download our data sheet to learn more.
Total Weekly loss of customer calls
Average Revenue per Call
Total Weekly Loss of Business