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Managing Multiple Platforms

In more complex environments, get a single, standardised view of operational performance across all channels

Challenge

Solution

Outcome

ROI

Challenge

Managing multiple communication platforms with different data structures and integrations and sometimes conflicting KPIs can be complex, time consuming, expensive and inefficient.

Solution

Tracxion connects to all communication platforms, irrespective of location or data type, and collects real time, event level data to create a comprehensive record of all activity.

As the events are  processed to output a standardised data structure, all communication related data can be represented, and inter-related in a single database

  • Connect to any real time data source and collect all associated contact data
  • Tracxion processes events to generate 'intelligent' data, exposing associations that standard reporting will miss
  • Data structure is configurable allowing for integration to any external database
  • A single combined data stream enables simple integration with external applications such as workforce management

Outcome

Using Tracxion to connect disparate contact platforms at source minimises the resource and cost of managing those platforms as well as integrating ‘down stream’ systems such as WFM and analytics.

Having a single data backbone makes swapping out or upgrading applications simple with only one point of integration needed.

ROI

Breaking down data isolation drives improved analysis and decision making as well as requiring a reduced management headcount.  Channel additions or platform changes no longer face the added overhead of integration and subsequent data management.

  • Reduced cost
  • Shorter timescales
  • Less risk
  • No impact on operations
“In the past this would have taken a lot of analyst time. Now it’s instant. Previously we would be looking for problems but had no idea where to start. Now we have a view of the whole operation and can focus in quickly.”
Director of OperationsGlobal BPO

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Advanced solutions for contact centre, UC&C and Call Handling. 

Actionable insight using powerful real-time data analysis, intelligent automation and customisable dashboards supporting rapid data driven decisions

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