Cognizant has created a new predictive analytics tool for call centers and help desks. It is a perfect solution for sophisticated multiphase rollouts of new technology such as RDK based set tops and modems. The tool leverages analytics to predict difficult trouble tickets and issues from open cases, allowing support teams to prioritize efforts and identify trends early often resulting in a 10% increase in agent efficiency.
Support Halo emphasizes proactive delivery of support services. Our solution is comprised of dashboards with predictive analytics, and provides a holistic view of multiple agents and support services. The product includes two interactive dashboards that provide insight into support service trends.
Manager Desktop: The comprehensive manager dashboard allows near real-time oversight of cases and agents, including drill down options to provide insight into problem areas and potential solutions.
Agent Cockpit: A Multi-pane support dashboard provides an overview of agent caseload and priority tickets. Each agent has access to their unique dashboard.
In addition to these tools, Support Halo leverages predictive analytics to provide insight into the probable risk and support requirements for cases and the impact on customer sentiment. Visibility into these factors in the use cases below allows management to take proactive steps to reduce risk and resolution times.
Increases customer and employee satisfaction, decreases cost, and increases throughput:
For more information on Support Halo contact Jamil Elayan.
This is a promotion by an RDK MSP member and the content is not the responsibility of RDK Management nor do we explicitly endorse the message provided by this MSP member.