EXECUTIVE SUMMARY
CHALLENGE:
This Real Estate and Property Management Software Development company needed to combine data from several disparate data sources in order to present unified analytics within their Genesys Cloud implementation. The data sets included: Genesys Cloud, Smoke.CI, a 3rd party WFM tool, a 3rd party survey tool, and an internal proprietary ticketing system.
These data sets, when combined, were required to compile an agent-based performance dashboard that would influence compensation, retention, and ongoing efforts for team improvement and coaching. This data was vital to ensure the overall quality of their agent interactions and processes.
In addition to being able to evaluate data at the agent level, this customer also needed to be able to slice this data via Location, Line of Business, Manager, and Team Lead, a capability that does not reside natively in Genesys, but instead comes from their proprietary People Management Database.
In summary, they needed a solution that would pull multiple data sources together and present the correct data in a way that was easy to digest, analyze, and share across the business.
The solution would need to:
- Be simple to update and adapt to changes made across the business and the contact center, which was regularly adopting or integrating new technologies
- Seamlessly integrate with the company’s proprietary ticketing system and Genesys Cloud
- Be able to slice data via location, line of business, manager, and team lead
- Be scalable as the agent-count and contact center ecosystem grows
OUTCOME:
After multiple collaborative working sessions with the customer and emite, the team at emite was able to create a scalable reporting structure that aligns seamlessly with the company’s business goals.
Using the emite’s flexible data ingestion layer and our ability to support different formats for ingestion, including the Genesys Cloud data, the organization was able to:
- To ingest and associate all five data sets in a single dashboard to serve as a global “Agent Performance Scorecard”.
- To associate the Genesys AgentId to their proprietary hierarchy structure within their People Management System.
- Create a custom “Agent Scorecard” dashboard to be filtered by Location, Line of Business, Manager, Team Leader, or Agent
- Automate report sharing to the wider business
The major benefits to the business since the implementation of emite include:
- Near real-time visibility into key agent metrics
- Ability to use data to provide better agent coaching, staffing, and self-regulation within the contact center
- Better employee engagement with access to key metrics provided by the ‘Agent Performance Scorecard’, encouraging agents to continuously improve their score and overall performance
This business is a multinational corporation providing property management software for the multifamily, commercial, single-family, and vacation rental housing industries. Serving over 20 million properties across North America, Europe and Asia, this particular organization has one of the most complex and robust contact center environments in the industry, which also means that the reporting structure and tools necessary to analyze the contact center performance need to be the best-in-class.
One of the major challenges for a company of this size is the siloing of data across geographies and business units. Siloed data can keep company leaders from seeing the big picture in terms of how the global operation is performing, which means it is business-critical to be able to bring all customer experience and agent performance data together into one highly visible report.
THE BACKSTORY
Solving the Challenge of Data Silos
SEEING BIG PICTURE
Bringing Together Disparate Data Sources
In order to have a holistic understanding of how the contact center was performing, it was critical to combine data from five disparate data sources to present unified analytics within their Genesys Cloud implementation.
The data sets were:
- Genesys Cloud
- Smoke.CI
- A 3rd party WFM tool
- A 3rd party Survey Tool, and
- An internal proprietary ticketing system
These data sets, when combined, were required to compile an agent-based performance dashboard that would influence compensation, retention, and ongoing efforts for team improvement and coaching. The sole purpose is to ensure the overall quality of their agents and processes.
In addition to being able to evaluate at the Agent level, this customer also needed to be able to slice this data via Location, Line of Business, Manager, and Team Lead. This additional hierarchy structure does not currently reside natively in Genesys, but instead comes from their proprietary People Management Database.
THE SOLUTION & BUSINESS OUTCOMES
Meeting Complex Enterprise Reporting Requirements – The “Agent Performance Scorecard”
In order to meet the company’s unique and complex reporting requirements, emite worked together with internal CX stakeholders to map key unifying fields and filters in order to create a reporting structure that aligns with all data types being collated together and ultimately aligns to the needs and goals of the business.
emite’s flexible data ingestion layer for all their data sources, including the Genesys Cloud data, this customer was able to ingest and associate all five data sets in a single dashboard to serve as a global “Agent Performance Scorecard”.
Furthermore, emite’s powerful data preparation capabilities enabled them to associate the Genesys AgentId to their proprietary hierarchy structure within their People Management System. This allows the custom “Agent Scorecard” dashboard to be filtered by Location, Line of Business, Manager, Team Leader, or Agent— all of which are custom fields managed outside of Genesys but linked back via the Genesys AgentId.
Powered by insights from emite, the “Agent Scorecard” continues to be one of the most valuable reporting tools in the company’s arsenal and has been critical for informing agent coaching, staffing, resourcing, and ultimately maintaining a well-oiled customer service and contact center engine.
EXPERT INSIGHTS
Removing Data Silos & Connecting Data Sources
Involving analytics experts like emite in data correlation projects early will help you streamline your ETL and give you the flexibility you need to combine data from disparate sources.
Additional Benefits
Complex Enterprise Reporting
emite is designed to meet today’s data hungry business demands and enable true business agility from cloud solutions, even in the most complex, cost and security conscious environments. No more bottlenecks waiting for resource constrained teams. Get the data you need, how you need it, flowing from new cloud applications with ease.
Faster Time-to-Insight
With emite, you can deliver insights rapidly, not only after you create the integration but including the time to configure the integration too, ensuring you gain value from the platform and the many other cloud platforms you invest in faster.
Data Distribution
Share data insights between business functions, share data with lakes and warehouses to ensure maximum value is extracted across the business, automate distribution of insights and data to support high velocity modular data architecture.
Reduce Complexity
Traditional data models are notoriously complex and starting to creak at the seams with modern data requirements. emite is the next evolution in this trend helping to reduce workload on BI/MI teams with easy, intuitive tools to effectively manage data for the enterprise.
Improved Agent Retention
Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. Access to real-time and historical agent performance data and sentiment analysis will help with agent retention and training.
