Ventura, one of the largest UK owned customer management outsourcing companies, awarded Business Systems ‘strategic-supplier’...
status for call recording, quality management and business analytics solutions.
The rationale for such a way of working is the shifting dynamics of outsourcing on such a scale that, sasy Business Systems , defeat conventional supply and implementation methods.
The service is initially being deployed over two sites, one in Leeds and one in Rotherham, with the applications being applied to two of
The solution is based on the NICE Perform suite, which provides each application as an independent module. This concept provides a holistic view of organisational performance, culminating in the ability to analyse all aspects of customer interactions. Particularly of use in an outsourcing environment, it can identify market trends and operational issues that
Additionally, with data extracted from the system, a client’s campaign can rapidly be reviewed, refined or changed on the fly as needs dictate.
With analytics still a relatively new concept in contact centres,