CHAPTER
13
Service Analytics and Contact Center Telephony Analytics
Service Analytics is probably the most commonly used CRM analytic application, and it’s used to help service organizations understand and analyze many aspects of service and contact center performance. It was the first core prebuilt BI Application that provides prebuilt adaptors for both ERP (EBS) and CRM (Siebel).
Service Analytics is critical when there’s a need to maximize the investment you’ve made in the service modules of your source systems. It provides insight and analysis into service orders, agreements, and customer contact history. It is primarily used to help a service ...
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