> GAdvance Enterprise Insight

Success in Real Time

They say success is the combined result of good decisions. But it’s well nigh impossible to make good decisions if your big picture is full of holes. This is precisely the case in many contact centers, because different IT applications deliver different indicators which don’t marry up and are in some cases redundant. It can be hard to sort the information from the garbage.

GAdvance Agent Desktop
Better service, higher revenues.

GAdvance Control Center
Lose stress. Gain time.

GAdvance Foundation Services
Securing greater efficiency.

You Don't Need to Know Everything - Just Everything that Matters

GAdvance Enterprise Insight delivers indispensable data for planning, managing and optimizing capacity in large contact centers - up to 20,000 agents. It also seamlessly integrates data from any available source: historical figures from your data warehouse, information from a wide range of CRM and workforce management systems, and data from your telephony installations. Decision makers get an accurate picture of all processes and events across your entire contact center estate - in real time, with maximum speed, efficiency and flexibility. All aspects of your workflow are covered.

GAdvance Enterprise Insight:
Make the Right Decisions at the Right Time

Looking Smart for You

The graphical interface has high-performance written all over it. Real-time displays, lots of charts and diagrams, even video streams can be easily integrated. Any “hot-spots” in your operations will flash red, so you can see at a glance where things are less than optimal. Here’s a totally unique feature: GAdvance Enterprise Insight can be accessed remotely over intranet or internet. Just use your standard Web browser to get the full picture at a glance.

Advantages for Your Business

KPIs can be individually customized for any particular user group
Support for a wide range of data interfaces: Genesys, RSS, ODBC and more
Simultaneous display of real-time data, historical figures, and running calculations as desired
Configurable Service Levels (SLAs)
Decision-makers get an accurate up-to-date picture of business operations: 360° Business Insight
Additional motivation for agents with revenue-share or bonus schemes
Dashboard displays can be made available to external customers (“outsourcer extranet”)
Fully flexible design, enabling strict adherence to CI/CD requirements

Advantages for Your IT Department

Fully Web-based architecture built on HTML and JavaScript, no plug-ins required
Low bandwidth requirements, even in large distributed environments
Support for ActiveDirectory, providing controlled access throughout the enterprise