The QPC MIG, and its peripheral applications, are part of an approach to managing information within the contact centre and customer service environment that we call Insight for Action™. Insight for Action™ means delivering better Insight about your organisation’s customer interactions so you can take more effective management Action.

Our approach is driven by the QPC MIG that creates a Unified Management Information Infrastructure - bringing together information from all of your contact routing platforms, back office applications and workflow systems across your single or multi-site enterprise. Uniquely the MIG uses event level data to provide comprehensive, accurate and innovative information that will dramatically improve your critical front and back office management processes through better:

• Workforce Management
• Performance Management
• Business Intelligence
• Management Information for contact traffic

With exceptional information for these business critical operational areas our customers have been able to address their key business issues including:

• Reducing costs
• Increasing revenues
• Improving employee retention
• Improving customer retention

QPC MIG features
The QPC MIG and its optional reporting systems provide both data and management information for organisations using popular voice and multimedia ACDs like Aspect, Avaya, Nortel and Siemens as well as the Cisco or Genesys contact routing frameworks. Using the QPC Back Office Management solutions, and custom built Collection Services, the MIG can also work with any application within a back office workflow as well as popular CRM systems.



Diagram 1 - QPC MIG create a unified management infrastructure for contact routing and back office workflow systems.

The MIG works by assembling CTI and back office event level data, agent identity/login information and real-time state feeds from every point within an organisation’s contact management and back office infrastructure through Collection Services. This input data is then normalised and stored to create a well structured comprehensive data resource. Normalised data stored within the MIG can be used to meet an organisation’s management information reporting needs using QPC’s Reveal and Barista reporting options, or, their own Business Intelligence applications such as Business Objects and Cognos. Using Distribution Services that calculate, transform and re-present data stored within the MIG, accurate information that a contact centre requires for their workforce management, performance management or wall board systems can also be produced by the MIG.

In addition to providing historical information the MIG can also handle real-time data, quickly collecting, processing and re-presenting it in a format suitable for the MIG's QPC Reveal real-time reporting module or your third party applications such as workforce management.

Additional QPC applications that work with the MIG include:

QPC Barista - Business Intelligence - Innovative 'ready to use' & bespoke reporting applications to give you incisive business need driven insight into your contact centre operation.

QPC Reveal - Front and Back office MIS - Ready to use comprehensive historical and real-time reporting on contact traffic to help you understand your contact centre better.

QPC Back Office Management solutions:

QPC Desktop Connect - a simple way to integrate with existing systems at the desktop level, providing agent productivity and handle time data. QPC Agent Activity Track - enables agents to ‘self declare’ their availability to do work, the number of tasks they have completed within a period and the type of work they are doing. QPC Work Management Centre - typically collects arrival rate information for manual tasks, such as opening mail, via a web interface that prompts an administrator to input how many tasks have been completed within the previous period.

Features

• Optional historical and real-time reporting modules can be configured to meet your exact requirements
• Fast and easy to deploy
• Range of input connectors for popular ACDs and contact routing frameworks
• Output connectors for popular third party workforce management, performance management and wall board applications
• Rapid development of new connectors allows new input sources and output applications to be integrated quickly
• Hot and warm standby architecture options to ensure reliability

Benefits

• Accurate and consistent information to improve management information, performance management and workforce management
• Prolongs the life of existing IT investments that have limited or disintegrated reporting
• Reduces cost of operation by removing unnecessary manual management information consolidation
• Allows multi tenant reporting from complex multisite / multi ACD and contact routing framework estates even if tenants are not supported by applications own reports
• Low cost of implementation
• Robust and reliable architecture used by some of the world’s largest contact centres for over 10 years
• Provide consolidated management information from across your multi-site heterogeneous voice, multimedia and back office estate