Oracle CRM Analytics

Oracle Contact Centre Analytics

Provide Better Customer Service While Keeping Costs Down

To compete more effectively, organizations are compelled to provide better customer service while keeping service costs low. Oracle Service Analytics provides a comprehensive customer service solution for your entire organization, with hundreds of key performance indicators and more than 102 reports delivered in eight interactive dashboards. This consolidated view of your customer service effectiveness leads to improved service levels while lowering service costs, and increased customer satisfaction that translates into higher revenue per customer.


• Service Effectiveness — Monitor, analyze, and manage the service center based on key performance metrics such as service request aging and average resolution time, increasing customer satisfaction and reducing costs.
• Employee Effectiveness — Understand Customer Service Rep (CSR) performance to enable improvements in employee productivity, effectiveness, training programs, and retention.
• Customer Insight — Provide CSRs a more complete view of a customer's account, potential value, and propensity to buy more products, enabling faster resolution of issues and increased cross-selling rates.