Powerful analytics so you can drive real-time insight into what is happening across your entire contact centre system
The QPC MIG data engine intelligently collects and interrelates, in real-time, all customer interactions, from across your entire contact centre ecosystem, into a single string of information revealing the detail of each and every customers’ journey. QPC Discover then provide a business ready and accessible tool to move your business away from wasting time collecting and aggregating data to spending more time analysing and finding value added insights to action, maximising your investment in your contact centre technology.
If you are grappling with issues like this QPC Discover is the solution:
- Spending too much time trying to bring together datasets from different data systems
- Trying to understand why our customer are calling now, when it matters instead of 5-7 days later
- How to build a single complete view of the customer as a single version of the truth?
- How to understand the relationship between operational data and customer experience data?
- How to avoid the many assumptions we have to make when joining datasets together which in turn reduce the ability and power of our insights?
What’s the problem?
Every day, your organization generates the data you need to improve your customers’ experience and reduce costs. Your challenge is how to access that data, interpret it, and create a compelling business plan you can be confident in. Organisations are trying to cope with an increasing volume of data from multiple sources and the need to react faster to customer and business demands.
Trying to connect this data together from multiple sources puts immense pressure on MI teams and resources are tied up trying to combine data after the event rather than analysing it for operational or customer experience improvement.
Delays in reporting data lead to delays in responding or making business improvements.
“QPC Discover is a great platform to add more and more data. To add more and more granularity and insight, whether it be VOC, CRM information, agent desktop activity, powering more decision making in the IVR or on agents interfaces. The possibilities are endless. It’s the simple truth. Once you have the truth established you can spend your time focusing on making reality better. It’s the engine to power our customer contact transformation. It’s an engine to feed business cases.”
“QPC MIG was the only solution that gave us all the customer journey data across the entire contact ecosystem in a standardised normalised format that was reliable to use to improve our operations.”
How it works
QPC MIG data engine collects customer interaction data across multiple technology platforms, namely ACD, CFR, IVR and CRM systems, in various formats. It then joins them, standardises them, and makes them operationally actionable. This is the heart and brain of our QPC Advantage solutions suite. QPC Discover then provides an output to the QPC MIG 3D data, that already brings together all your operational and customer data needs into a single data structure that can be used directly for reporting and insight purposes or a 3rd party Business Intelligence application can be pointed towards to begin analysis.
QPC Discover uses QPC MIG technology that extracts information and creates 3D Data every 15 minutes from multi-channel platforms across your business estate. This includes BPO providers and home agents, as well as your in-house teams. QPC Discover provides an operational Presentation Data Layer (PDL) and data warehouse-ready star schema database. This was built and designed using the Kimble methodology, a detailed methodology for designing, developing, and deploying data warehouse/business
3D Data is collected into a single, business-ready star schema database that can be delivered directly into an Enterprise Data Warehouse. This rapid data deployment enables QPC customers to faster realise transformational business strategies based on big data.
3D Data from QPC MIG records and analyses every customer contact to give you real-time and historical interaction and transactional data. Crucially, it also provides context for every event – the why surrounding every interaction – throughout the entire customer journey. Once collected, the data is organised to give you a complete, real-time picture of the entire customer experience.