1. Concept Draft of Business Intelligence Tool-kit for Call Centers, BPO, KPO
BI for BPO and KPO
www.businessintelligenze.com
Business Intelligence (BI) is a proven approach for achieving sustainable business
process improvement. We can supply significant business value to our clients by
deploying BI in BPO. Business intelligence is the proven technique for achieving a
significant business impact -- from enhancing the top line to discovering new ways to
reduce the bottom line; from trend analysis to customer retention; from revenue to
expenses; from analytics on recruitment to retention; and constant benefit analysis.
Key benefits of integrating Business Intelligence in BPO:
• Discover profits: The profits from savings in operational costs after
implementing BI can generally exceed BI investment itself in a relatively short
period.
• Beyond Reporting: BI lets you watch in near real-time the performance
across multiple campaigns across multiple regions through a single
dashboard. Receive automated alerts as soon as a variance is generated in a
process. Get accurate updates and information by integrating mobility kit with
BI.
• Track where your data is going. Get alerted in near real-time as soon as
security is breached.
• You can prove that you are delivering and possibly exceeding the
mutually agreed upon business value by continuously monitoring different
SLAs (Service Level Agreements)
• Accurately forecast business conditions to take proactive decisions using
powerful predictive analysis tools
• Reduce executive workload. Increase overall organizational output and
employee efficiency
• Reduce the risks of the BPO function
• Reduce risks for all parties by enabling continuous monitoring of the
outsourced business process

2. Concept Draft of Business Intelligence Tool-kit for Call Centers, BPO, KPO
• Automatically deliver the right information to the right people at the right
time
• Know precisely. The powerful and intuitive analytics and reporting tools of
BI can automatically alert you of the discrepancies even in the ability and
efficiency of a particular staff member.
• Powerful trend analysis of customer behavior and stock movement. This
lets you deliver right products to the right regions and avoid dead stocks.
• Optimize the Why, Where, When and How of every process.
• Achieve sustainable business process improvement.
• Establish confidence in your clients that process effectiveness and control
will not be lost.
• Client company can reduce the costs of related retained business
processes.
• Give more productivity to the outsourcing company’s retained staff.
• You do not have to customize every proposal as a BPO supplier. At a
minimum, you could simply integrate the existing business intelligence
packages into a basic data-warehousing environment.
A BPO with business intelligence deployment is looked upon much favorably by key
executives of outsourcing companies, as they now prefer outsourcing entire business
functions than just the IT part. This is why business intelligence is a critical
component for all BPO proposals.
Enterprise Performance Management becomes much simpler to implement
with a business intelligence solution. As soon as the BPO function discovers a
variance in expected business performance, a well-developed business intelligence
environment would be able to send an e-mail to the appropriate leaders within all
companies, so they can focus on improving overall service-level performance.
We provide call centers with the insight they need to increase agent productivity,
reduce overhead costs, and improve the customer experience.
New call center trends and business models – such as outsourcing and virtual
contact centers – are emerging, making service and support operations more difficult

3. Concept Draft of Business Intelligence Tool-kit for Call Centers, BPO, KPO
to track, manage, and evaluate. Additionally, as more companies rely on their call
centers to make a measurable contribution to the bottom line, they are under
increasing pressure to boost revenue, maximize productivity, and reduce overhead
costs.
Our enterprise integration and business intelligence solutions provide call centers
with valuable, timely insight into all facets of their operations with focus on
performance Mgmt. Managers can instantly identify critical patterns and trends in call
volumes and accurately evaluate agent performance to ensure proper staffing levels
and optimal workforce efficiency. Representatives have comprehensive customer
and prospect information at their fingertips so they can deliver superior service and
successfully leverage up-sell and cross-sell opportunities.
Our technologies can empower today's call centers with:
• A complete view of customer information from popular CRM applications such
as Oracle, SAP, and more than 300 other sources
• Real-time agent activity and performance monitoring
• In-depth call traffic analysis
• Continuous tracking of critical metrics such as average speed of answer, call-
handling times, hold times, transfers, etc.
• Workforce planning and management
• The ability to build and deploy robust and intuitive Web-based self-service
solutions
Call centers of all types and sizes can rely on Integral Fusion to increase agent
productivity while reducing operating costs. Most importantly, we've empowered call
centers around the globe with the insight they need to maximize customer
satisfaction and retention by ensuring consistency and quality across all interactions.
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