Unified Customer Experience Analytics (CEA) framework from Metrica Systems is an end to end customer experience intelligence and performance management solution. It collects, integrates and analyzes customer interactions data from various customer touch points such as Contact Center, IVR, CRM, Website, Back-office, Email/Chat and Social Media to discover the actionable insights from customer interactions. Salient features of the solution are: -Very Comprehensive Contact Center Performance Management (CCPM) -Unified view of nearly 250 business metrics across contact channels -Inbound, Outbound & Back-office solutions -Modular Solution -Contact Center, IVR, CRM, Web, Back-office & Social Media VoC Analytics modules -Multi-vendor Integration -Adapters for all the leading ACD, IVR, Dialer, WFM & CRM vendors (Avaya, Siemens, --Nortel, Aspect, Genesys,Cisco, Cosmocom & Siebel) -Multi-dimensional Historical Reports : Line of Business, Site, Team, Agent and Date-wise drill down reports -Executive Dashboards, KPIs and 360' SScorecards via iPad and other Tablets -Real-time management of service level -Multi-tenant, web based Solution -Suitable for in-premises and hosted contact centers, SaaS deployments and outsourcing service providers -Ease of Customizability

1. Unified Performance Management
andand
Customer Experience Analytics Solution
www.metricasystems.com

2. Metrica Customer Experience Analytics Solutions
• Multi-channel Analytics
− Contact Center, IVR, Service Portal, Social Media & CRM Analytics
• Real-time Service Monitoring
• Agent Desktop Activity Analytics
• Social Media and Voice of Customer Analytics
Solutions to Measure & Improve 360o Customer Experience!
• Social Media and Voice of Customer Analytics
• Outsourcing Partner Performance Management
Customer Journey Maps Dashboards KPIs / Goals / Metrics
Cradle To Grave Analytics Unified Reports Advanced Reports
IVR Visuals Cross-channel Views Role-based Views

3. Holistic Service Experience Improvement
Key Business Result Areas
Agent Productivity
Supervisor Effectiveness
Fist Contact Resolution
IVR Effectiveness
VoC & Customer
Collaboration
MIS Reporting
Sales Performance
Collections Efficiency
Tools to Drive Your Customer Satisfaction and Operational Efficiency!
Cross-channel
Customer Experience
Social Media Response
Collaboration
Call Reduction Costs Reduction
Sales Performance
Outsourced Partner
Performance
Real-time Performance

4. Business Benefits
• Superior Customer Contact Experience
• Improved Contact Center Operational Efficiency
− Increase in agent productivity by 5 to10%
− Improvement in supervisor effectiveness by 10 to 20%
− Reduction in MIS costs by up to 60%
• Higher IVR and Web Self-service Effectiveness
− Increase in self-service completion rate by 2 to 5%
• Outsourcing Partners Performance & Relationship Management
• Enhanced Customer Loyalty and Revenues
Achieve Service Excellence!

5. Metrica Solution Differentiators
• Unified Customer Experience Management System
− Cross-channel analytics
− Cradle to Grave Reporting
• Channel and Vendor Agnostic Solution
− Contact Center, IVR, Social Media, Web & Back-office Analytics
− Integration with Avaya, Cisco, Genesys, Siemens, Aspect, Siebel and others
− Integration with the critical systems - ACD, IVR, Dialer, QM , WFM & CRM
• Multi-tenant Capability for Cloud Deployments
• Real-time Performance Management
• Customizability & Cost effectiveness
No More Silos. One Portal. One View

6. Ecosystem Partners

7. Solution PackagesSolution Packages

8. Contact Center Business Intelligence
Unified Operational Analytics Solution
• Contact Center Performance Management (CCPM)
− 3600 Scorecard for agents, teams, sites and business units
− Integrated View of ACD, Dialer, CRM, WFM, QM, Training, HR and Survey Metrics/KPIs
− Inbound, Outbound & Back-office Solutions
• Standard Metrics
− Volumes of calls/cases handled, AHT, Sales/Revenue – SPH/SPD, CPH,TAT,
Login hours, Conversion, Contact Rate, number of agents on the floor
• Customized Metrics (Business Specific)• Customized Metrics (Business Specific)
− First time resolution rate, Schedule adherence, Revenue & Cost Analysis
• Quality Metrics
− QM Forms and Fatal & Non-fatal error Analysis
• Multi-dimensional Reports
− Process, Site, Team, Agent & Date-wise drill-down / slice & dice of reports
• Executive Dashboards
− KPIs, Goals and Scorecards

9. Unified View of
Call, Quality, Training,
WFM, FCR, Survey,
Revenue & other
Metrics
3600
Metrics
Repository
for ‘drag &
drop’
Contact Center Business Intelligence
Unified Operational Analytics Solution (Contd…)
Self-configurable
Executive
Dashboard
KPI Trend
Analysis
360o Scorecard for Agents, Teams, Sites and Business Units !

10. Mobile Analytics for Contact Center Executives
Dashboards for Tablets and Smartphones
iPad
Decision While on the Move is the New Standard!
Android

11. IVR Effectiveness Analytics
Self-service Improvement Solution
IVR Customer Experience VisualizationIndividual IVR Call Menu Path Analysis
Aggregate IVR Calls Menu Path Analysis
Problem Area:
Quick Time-out
Problem Area: Too many back & forth menu selections

12. Cross-channel Strategy Planning
Cradle to Grave Analytics Solution
30 mins < 1 min
Understand Customer’s Channel Preferences To Retain Them!
Consulting /
escalation
30 mins

13. Real Time Customer Experience Management
Plasma TV Screen Display Solution

14. Desktop Analytics
Agent Activity Tracking Solution
• CRM and other Applications Usage Monitoring
• Agent Training Requirements Analysis
• Agent Productivity Analysis

15. Voice of Customer Analytics
Social Media Aggregation & CRM
• Aggregation of Social Media Messages and Response Management
• Customer Sentiment Analytics Across Contact Channels

16. Products & Technical Architecture

17. Products Suite
For Unified Customer Experience Analytics
Product Applications Key Result Area
CenterWorks
• Inbound & Outbound Contact
Center Performance Mgmt
• Cradle to Grave Reporting
• Strategy Planning
• Real-time Performance Mgmt
• Outsourcing Partners Mgmt
• Social Media
Customer Experience
& Contact Center
Efficiency
• Social Media
VoiceWorks IVR Self-service Analytics Customer Experience &
Self-service Effectiveness
FloWorks Back-office Workflow
Efficiency in Paper &
Email based customer
Interactions

18. Metrica Solution Ecosystem
Plasma/LCD
MIS
Tools
MIS
Tools
Email/
Chat
Email/
Chat
SMS,
Social
Media
SMS,
Social
Media
ACDACD
IVRIVR
DialerDialer
Handheld
Users
Sr. Management
Business Analysts
 Managers
 Marketing Staff
Quality Execs
Modules
CCPM
IVR
Analytics
CenterWorks
MetricaMartPlasma/LCD
Service
Portal
Service
Portal
CRM/
ERP
CRM/
ERP
QMQM
WFMWFM
Real-time Dashboards
Metrica Unified Customer Experience Analytics Platform
 Quality Execs
 CSR (Agent)
 Supervisors
 Technology Teams
 Clients / Partners
Customer Service
Systems Silos
Back-office
Sentiment
Analytics
CenterWorks
Unified Analytics
Engine
MetricaMart
Plasma TV

19. Case Study - Telco
Users
Sr. Management
Business Analysts
 Managers
 Marketing Staff
Metrica
Unified Analytics
Platform
4
Contact
Centers
4
Contact
Centers
22 IVRs22 IVRs
22
Campaign
Managers
22
Campaign
Managers
6
Dialers
6
Dialers
 Marketing Staff
 Quality Execs
 CSR (Agent)
 Supervisors
 Technology Teams
 Clients / Partners
Business Benefits
• Self-service effectiveness up by around 3%
• Agent productivity up by around 5%
• MIS costs down by 80%
• Better outsourcing partner performance &
relationship
• Overall improvement in CSAT & operational
efficiency
CRMCRM
70
VoIP
Gateways
70
VoIP
Gateways
3
Quality
Systems
3
Quality
Systems
125+
Back-end
Systems

20. • An Emerging Mobile Telco
– A Top Consumer Brand in India
• Fortune 50 Company
• Top French Technology Company
• Mobile Telco
– Indian Subsidiary of one of the largest Mobile Telcos in the
world
Key Customers

21. Contact Us
Ayappane.D
Bangalore, India
+91 99801 63661
ayappane@metricasystems.comayappane@metricasystems.com
www.metricasystems.com