Ventura, one of the largest
owned customer management outsourcing companies, awarded Business Systems ‘strategic-supplier’ status for call recording, quality management and business analytics solutions.
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The contract commenced with the initial deployment of approximately 2,500 agent positions going live in a project that the supplier is running as a managed service for
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
’s major clients. In addition, there is a progressive commitment to roll out the application-suite to the remaining
sites as part of the standard
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
says have previously taken weeks to establish, by using tools like word spotting and emotion detection.
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,
’s Alan Linter, IT Planning & Projects Director commented, “a project of this nature requires in-depth knowledge and long-term commitment from the systems integrator to be successful and this is what they provide. [Its] managed-service model gives us enormous flexibility allowing us to expand and contract without huge expenditure.”
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