Desktop Analytics™
Desktop Analytics™ analyzes each key stroke of a CSR's or Collector's Desktop Usage and is used in conjunction with Behavioral Analytics™ to gather additional insight from each customer interaction.
Desktop Analytics™ enables companies to improve their effectiveness by analyzing key attributes of desktop usage, such as applications used, fields used and usage duration. Behavioral Analytics™ analyzes these attributes for millions of customer interactions to find previously unknown patterns and to identify unique examples of these patterns. Desktop Analytics™ answers key contact center effectiveness questions:
- Which applications are used?
- What is the application usage variability by CSR?
- What unauthorized applications are used?
Using this actionable insight, combined with our Business Monitoring Service, our clients achieve tangible business results:
- Reduced costs
- Streamlined business processes
- Enhanced identity theft and fraud protection
