Iontas revealed today that a mid-sized Financial Services company has successfully deployed Iontas’ Focus software suite in their customer services division. This deployment will allow them to analyze customer service interactions and related desktop usage to identify critical events and important business process patterns. This company provides consumer related financial services to the traditionally underserved market through 7 locations North America.
Iontas’s unique and powerful Focus software suite helps companies understand how and where to make improvements in their business processes. Focus tracks and analyzes specific software usage metrics at a level of detail that was previously unavailable to companies, capturing granular information such as process duration (including time required for each step); maximum, minimum, and average values for users and groups; time spent on combined processes; transaction values; and much more.
The company said it will implement the solution to support and improve its high standards for customer service. “We are confident that we will drive the level of our customer services even higher,” said the Senior VP, Director of Operations. “Streamlining business processes are more important to serving our customers now than in ever given the current economic challenges,”
The company expects the Focus suite to assist its ongoing efforts to:
Improve Customer Experience
Streamline Business processes
Enhance Customer Security
In addition to discovering process patterns and reducing costs, Focus benefited the customer services division in several other ways. First, it helped identify training needs for individual users. Second, it ensured that processes comply with current regulations. Finally, it delivered an unexpected benefit: the company is now able to detect, analyze, and respond to any unusual practices in real time, further improving security and compliance with industry regulations.
About Iontas
Founded in 2000, Iontas creates software that captures information about how workers use software applications to do their jobs.
Installed on over 500,000 computers worldwide, Iontas’s Focus suite enables contact centers, back offices, governments, and enterprises to see precisely how resources are used over time. With facts in hand, managers can make informed decisions about how to improve their company’s business processes and software tools.
Iontas helps companies work smart.
