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CSS Corp’s predictive analytics solution helps support teams to categorize issues, improve resolution time, prioritize issues based on complexities, assign relevant and best engineers/agents to resolve the issue. Built in with “Engineer Ranking” capabilities enable teams to smartly plan, prioritize and allocate ticket volumes resulting in better utilization of resources.
IT Operations Analytics solution helps floor engineers understand and plan their case windows accordingly. With this solution, they now have a clear indication of case resolution. With that, they can plan their floor better, rotate agents and keep agents ready for specific calls as and when needed. The obvious advantage is that customer experience increases because cases close faster, agents are more in-tune with cases and they become proactive over time.