• October 28, 2013

Mutare Expands Its Contact Center Analytics and Reporting Solutions

Mutare announced today professional service and design support services for analytics and reporting on Avaya, Cisco, Microsoft, Salesforce.com, and Genesys contact center platforms.

Mutare's knowledge and experience with all major CC and UC platforms provides a single-source service that assures optimal configuration and performance for contact center systems, including the following:

  • Data warehouse development and implementation;
  • Reporting data integration and application development;
  • Custom analytic algorithms and applications;
  • Mobile applications and development;
  • CRM Integration; and
  • IVR Integration.

"Every contact center customer call, email, and chat contains invaluable insights. That is, of course, if the right information is collected, analyzed, measured, reported and acted upon," said James Emanuele, practice leader at Mutare, in a statement. "This is no easy task when dealing with multiple data sources from disparate vendors. Anybody can sell you a workforce management optimization platform, but nine out of ten don't have the database sources to implement it correctly. And if the existing data is not accurately captured or organized, the value is lost."

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