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MIS and BPO (Avaya's solution)

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Vinay Shriyan, Certified ScrumMaster® (CSM)
Vinay Shriyan, Certified ScrumMaster® (CSM)

This document discusses the benefits of a call center and its management information system (MIS). It describes the architecture of call center systems from the 1990s to 2005, how data is collected in real-time and stored, and the types of reports that are generated from the collected data including real-time, historical, and customizable reports. Examples of real-time and historical reports are provided. The document concludes by mentioning who uses call center systems and MIS.

EmpresarialesTecnología
1 de 17
MIS A Strategic issue in an Organization
BPO and MIS
Benefits of a call center ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Architecture – the 90s
Architecture – the IVR farm
Architecture – the Y2k5
Benefits of this system ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Data Collection ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Data gathering – Real time data ,[object Object],[object Object],[object Object],[object Object]
Reports oriented approach ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Sneak Peak into Reports ,[object Object]
Sneak Peak into Reports ,[object Object]
Sneak Peak into Reports ,[object Object]
Sneak Peak into Reports ,[object Object]
Who uses it...
Sectoral Stats
Thank you

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