The most successful contact centers drive up customer service ratings – while driving down service costs. Since agents are both your most valuable and your most costly asset, maximizing their efficiency is essential to a winning strategy. This is impossible without timely insight into your contact center operations.

Acquiring the insight for optimizing agent efficiency and service delivery doesn’t have to be difficult. Lightstream offers a quick, easy and powerful solution. But don’t take our word for it – inquire about our risk-free “seeing is believing” proof of concept experience along with our 30-day money back guarantee.

1. QUICK
Fast implementation - most customers are live in less than 30 days

• Ready to go out of the box - removes the risk of a custom, time-consuming Business Intelligence project.
• Shorter implementation times result in lower costs and lead to quick return on investment.

2. EASY
Easy to learn and intuitive interface

• Intuitive interface makes it easy for any user to derive insightful information.
• Training required for power users and report developers is only three days!
• Integrated dashboards, analysis and reporting in one consolidated interface.
• Pre-calculated metrics can be immediately used or customized to meet each business’s unique needs.

3. POWERFUL
Near instant response time on data volumes of billions of records across thousands of users

• All data is loaded into memory so users have instant access to information.
• Data is not pre-aggregated, so you can customize your formulas to meet your business needs.
• Validated and tested against Genesys Info Mart data 7.5+ – complete with test cases.
• Pull data from other source systems including ERP, CRM, IVR, etc.
• Integrate with CRM and Financials to provide a cost per call analysis.
• Customize thresholds and set alerts to augment your environmental monitoring tools.
• Create, publish and export reports to many of the most common formats (including Microsoft Excel).
• Provides access to transactional call-level details.
• Extensible for you to add your own custom metrics and dimensions to Lightstream.

Powerful features:

• Lightstream includes industry-standard Contact Center KPI’s to gain insight and monitor the status of your contact center operations.
• Slice your KPI’s by agent, queue, location, client, time, etc.
• Analyze your performance over time, identify trends and support forecasts models.
• Quickly identify areas of poor performance.