AcuityPlus Case Management engine implements both capture and analysis tools that allow users to quickly collate and analyze data from various communications interactions and other data sources. Integrating into Cistera QAMRecord, the system can flag calls and generate a case for further investigation. Administrators can collate additional information, which can then be used to zoom into fault analysis and resolution.
All organizations, to one degree or another, have to deal with incidents; outcomes that are not necessarily planned for the organization. These incidents have potential impact on your business operations. For example, contact centers deal with customer complaints and issues that fall outside the mainstream, while IT organizations tackle difficult problems that need special attention. Treasury and trading organizations may need to unravel a challenging contract critical to the business operations.
“AcuityPlus sieves through the masses of data to provide clarity when systems and process breakdown” says Cistera CEO Greg Royal. “This allows organizations to quickly zoom in and get to the root of the problem. With Acuity Plus, we have seen dramatic improvements in the quality of customer interactions creating better customer outcomes.”
About Cistera Networks, Inc.
Cistera Networks is a leading provider of enterprise application communications platforms and services. The company blends powerful application infrastructure with industry-specific business processes, to deliver the benefits of voice, video and data convergence to the user. Cistera’