eMite makes contact centers more transparent, agile and efficient. Drawing information from across the business and correlating it with contact center data at lightning speeds, eMite empowers everyone in the contact center and beyond to measure the performance metrics relevant to them.
Now everyone in the organization can begin to understand how business decisions and environmental factors impact customer experience, sales and other outcomes, and start taking advantage of new opportunities as they arise.
- Recognize and respond to shifting call volumes – as they occur
- Improve customer experience, reduce call wait times
- Manage intra-day queue volumes
- Increase agent productivity and retention
- Reduce administration time (scheduling, hindsight reporting etc.)
- Make monthly reports obsolete
- Compare agent performance on previously unmeasurable criteria
- Drive continuous improvement via transparent KPI reporting and performance management
- Monitor and manage KPIs – in real time
- Reduce recruitment and agent onboarding costs
- Reduce call abandonment rates
eMite aggregates and analyzes data from multiple sources across the organization and correlates it with IT Services Management information to deliver real-time insight into IT systems performance.
eMite gives you the clarity you need to quickly prioritize resources and make informed decisions using dashboard, wallboard and mobile reports that can be tailored for specific users. With eMite, it’s easy to measure and manage business systems using sophisticated service desk analytics, even if your IT services are delivered by multiple internal and external providers in different locations under inflexible contracts.
eMite is one of only six solutions in the world to meet Gartner’s stringent requirements for business value dashboard capabilities.
- Monitor and improve IT performance
- Identify and address IT issues sooner
- Reduce help desk tickets
- Improve productivity and customer service
- Lower costs
- Drive vendor value
- Automate reporting
Advanced Analytics for Genesys PureConnect
The Genesys PureConnect™ platform is the only true, all-in-one omnichannel contact center and communications solution recognized as a leader in both cloud and on-premises markets. Get the richest set of capabilities—built from the ground up—to be certain you’re operating with maximum reliability, flexibility and control.
Beyond simple reporting for PureConnect, Advanced Analytics for PureConnect by eMite is a subscription software solution that provides immediate value for contact centre managers by providing real time and historical data on the operations of your omni channel contact centre.
Advanced Analytics for Genesys PureCloud
PureCloud is a suite of cloud services for enterprise-grade communications, collaboration, and contact centre management. PureCloud is built on top of Amazon Web Services (AWS) and uses a distributed cloud environment that provides secure access to organizations around the world with a marginal IT footprint.
Beyond simple reporting for PureCloud, Advanced Analytics for PureCloud by eMite is a software as a service soluIon that provides immediate value for contact centre managers by providing real time and historical data on the operations of your omni channel contact centre.
Fact sheets and case studies
Fact sheet: eMite for Contact Center
Case study: Global insurance provider
Case study: Workplace relations specialist
Case study: Community Organization
Fact sheet: eMite for IT Services Management (ITSM)