Reporting refers to presentation of data textually (including simple text, tables) or graphically (graphs, charts, diagrams, flows) which has been collected from various sources, especially customers. Reporting is an integral component of any customer interaction management system for tracking and monitoring data (real-time and historical), defining process efficiency metrics, and reviewing organizational performance at every level.
Raw and unstructured data collected laboriously via various sources is not helpful in making informed decisions. However, once organized and presented meaningfully on timely basis, it is an important asset for any organization. You can analyze marketing results across campaigns and lead-to-opportunity conversion, plan your marketing strategies, and monitor your distributed or centralized workforce. A reporting solution will interface with some type of CRM (customer interaction management) tool, and perhaps an outbound or inbound solution. It is very important that your reporting solution is tightly integrated with all such components for seamless functioning.
Drishti's reporting solution is ideal for organizations that deal with large volumes of data exchange continuously. It organizes and presents data, concise and detailed, with the help of more than 200 customizable reports. Pre-integration with Predictive Dialer, ACD, IVR and Voice Logger allows you to create component specific reports in a single-unified interface with drag-and-drop facility. Whether you have a centralized or distributed workforce, you can view real-time as well as historical data. You can also export your reports to CSV (Comma Separated), or XLS (Excel) formats for readability, or view statistical data in graphical form. Filters allow you to define your search parameters and gain quick access to relevant information.
Our user-friendly CRM is tightly integrated with reporting module, thereby enabling quick retrieval and update of information on stored in the database. Automatic archiving stores reports not viewed for a long time to an external device such as a CD, tape, NAS, SAN or external hard disk, thereby ensuring optimal storage usage. You can also define automatic E-mail templates with relevant content to be sent routinely to leads, customers, quality analysts, managers and supervisors. DACX-Managers Strong security features ensure that only the management, supervisors or analysts have access to highly confidential or sensitive information that might be used unethically by unauthorized personnel.
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How does it benefit you?
Configure your own reports - With availability of over 200 report templates, you can quickly choose which template is best suited to your reporting requirement. You can configure the report using different interface controls (drop down menus, checkboxes) and have it ready within a few minutes to present it to the management.
View and download reports in other formats - If you wish to see your statistical data (call rates, drop rates, AMD rates, agent talk time, etc) in excel, word or another third party tool, simply save your report in XLS or CSV format. Download it to your local storage area, or view it on a browser.
View real-time and historical data - You can compare your current and historical trends and analyze data from anywhere in the world. The data can be viewed in graphical (graphs, charts, diagram, UML), as well as text format.
Dig-up information quickly - Tight integration with the Drishti's CRM and database enables you to extract data easily with drop-down menus, and search fields. You can also interface the reporting module with most third-party database (Oracle, DB2, Access) and CRMs.
Use Multimedia features - You can schedule automatic E-mails, FAXs, and SMSs to be sent to prospects, customer, managers, supervisors and quality analysts in pre-defined formats. E-mails concerning account information can be sent to customers on a routine basis, and your management can view performance reports on a daily, weekly, monthly, quarterly or annual basis.
Archive your old reports - You can configure your reporter module to automatically search for reports that have not been viewed for a long time and archiving them. A scheduler can be activated to archive reports on a routine basis.
Secure your data - With strong security features, DACX™-Manager allows only managers, supervisors, IT, or quality analysts to access confidential and sensitive reports. Your agents will not be allowed to view customer related data unless you configure their access settings to allow them to view restricted data.
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