Call Center to Action: Splunking Your Genesys Data

Join us as we discuss how to build an integrated view of your contact center operations that will provide real time insights into what your customers are experiencing and how your applications, processes, and agents are performing.

Genesys offers a best in-breed contact center as a service solution that integrates with Splunk, collecting data around conversations, missed opportunities, workforce management, and system performance. Splunk ties together disparate data from systems, agents, and infrastructure for a complete view across the entire ecosystem, not just the contact center platform, which allows you to:

• Create full operational visibility across the systems and optimize the efficiency of customer care operations within a single view
• Enable managers to make timely decisions as situations develop that could affect performance
• Increase employee engagement through visibility into individual performance metrics

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