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VitalSigns™

VitalSigns is a real big-data business intelligence (call center analytics) solution designed specifically for the contact center. It provides high level customer analytics intelligence that is directly relevant to contact center staff and their constituents throughout the organization.

VitalSigns aggregates and normalizes any type of data from any source possible for the contact center, including ACD, PBX, call recording, CRM, HR, ERP, email, chat, Financial systems and more. It does not matter what type of telco, contact center solutions or enterprise software you use. Anyone can leverage the tremendous power of VitalSigns.

Benefits

  • Put all your data in one location
  • Harmonize your business terms from all platforms for a common understanding
  • Business analysts will spend time answering “why” rather than aggregating data around merely the “what”
  • Users can obtain up to date reports and answers to their questions anytime, anywhere, and on any device
  • Surf your data like you surf the web to identify vital issues, uncover invaluable trends and evaluate results to make the most informed business decisions
  • Stack rank performance and cross-system measurements

Click here to learn how VitalSigns works >

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Examples of how VitalSigns can be used:

  1. Executives responsible for revenue or performance:
    Executives can see their specific metrics around contact center statistics, sales, returns and margin. These data points come from multiple, disparate systems and typically are difficult to pull from, let alone aggregate with data from other sources. It usually requires substantial effort to normalize such disconnected data. This can be said for other personnel in the company as well, such as an operations manager who needs data to manage agent performance beyond just data from the dialer. Also, an HR manager, for example, might need to understand hiring, training and performance metrics to identify best practices. This intelligence can all be aggregated and presented in a very actionable format.
  2. Dashboards:
    VitalSigns can provide C-suite executives and managers with dashboards providing in-depth analysis for financial metrics such as bill to pay ratios, cost/acquisition or other models based on compensation methods, agent utilization, gross margin analysis by client/program/company, and other performance data.
  3. Other VitalSigns applications:
    Examples of how VitalSigns can be used include routing calls to the best agents (not just the most available) based on past performance. VitalSigns can also help large organizations (who employ multiple contact centers) market or service their products. These companies can use this powerful software to easily and quickly compare performance across all centers as well as collectively, using a single true source of data. The result would be centralized key performance indicator (KPI) calculations around contact conversion rate, contact penetration, net list yield, gross conversion rate, eligible conversion rate, etc. in combination with standard metrics such as average handle time (AHT).

 

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Multi-site contact centers and BPOs can now easily generate enterprise-quality business intelligence from ANY data source possible and also enjoy a much higher level of compliance and sales conversion capabilities than ever before.

Make customer engagement decisions based on enterprise-wide data

Have centralized visibility and control across all your contact centers, BPOs and at-home agents collectively

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Add an extra layer of compliance protection

Cast a wide compliance safety net across your entire customer engagement operation as far back as the carrier level

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Reach outbound calling parties 30% more often

Improve outbound-calling sales conversion by automatically presenting local, familiar numbers to calling parties so they are more likely to answer the phone

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Bring Carrier-Level Capabilities into your contact centers

Make more money and lower your contact center TCO with carrier-level, performance-based call routing, compliance and business intelligence

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MODULARITY...PAY ONLY FOR WHAT YOU NEED

All NobelBiz solutions are modular, so you only pay for what you need - nothing more. You can pick and choose precisely which solutions, features and capabilities you require.