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 * HOME
 * IMMEDIATE INSIGHTS
 * SOLUTIONS
   * CCA – Pro
   * CCA – Pro Plus
   * Consulting
 * RESOURCES
 * USE CASES
   * CCA for Banking Contact Centres
   * CCA for BPOs
   * CCA for Forex Trading Contact Centres
   * CCA for Healthcare Contact Centres
   * CCA for Insurance Contact Centres
   * CCA for Logistics Contact Centres
   * CCA for Online Gambling & Sports Betting
   * CCA for Telcommunications Contact Centres
 * REQUEST A DEMO
 * >10% ImprovementGUARANTEE during Free Trial
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 * GROUND BREAKING BUSINESS INTELLIGENCE FOR CONTACT CENTRES
   
   Contact Centre Analyst (CCA) – Empowering Contact Centre leaders with
   self-service actionable insight, to optimise resources, reduce costs and
   enhance the Customer Experience.
   
   Find Out More


 * ENJOY AMAZING NEW VISIBILITY
   
   Empower your Contact Centre leadership team, with CCA’s brand new top-down
   visibility system. This inspires a natural accountability, enabling managers
   at all levels to raise the bar.
   
   Find Out More


 * GET POWERFUL NEW INSIGHTS
   
   With pioneering technology turning big data into actionable management
   information, CCA Click&Go™ and CCA Insights™ will shed new light on all
   aspects of your Contact Centre, giving you insight that was never possible
   before.
   
   Find Out More


 * BE IN FULL CONTROL
   
   Enjoy unrivalled clarity, through CCA’s self-service access.
   Make autonomous decisions and steer your Contact Centre with dependable,
   self-service, accurate information 24×7.
   
   Find Out More


 * EASILY SPOT NON-COMPLIANCE
   
   With CCA’s sophisticated back end processes, emerging impact, anomalies,
   exceptions and gaps are made immediately visible, enabling you to take prompt
   action.
   
   Find Out More


 * HAVE CONFIDENCE IN YOUR STRATEGIC DIRECTION
   
   With a complete history of management information at your fingertips, and
   with seasonal patterns and trends clearly visible, CCA will point you in the
   right direction.
   
   Find Out More


 * QUICKLY UNDERSTAND ROOT CAUSES
   
   CCA’s unparalleled exception reporting allows you to focus on critical areas
   first.
   Target driven traffic light methodology highlights issues and their root
   causes, enabling fast corrective actions.
   
   Find Out More

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GET IMMEDIATE INSIGHTS INTO YOUR CONTACT CENTRE’S ACTIVITIES




CCA – PRO


TOTALLY TRANSFORM
YOUR CONTACT CENTRE
WITHIN DAYS



Essential Dashboard Visibility, with Point & Click Exception Reporting,
comprising:

 * Customer Activity by Channel (including Voice, Chat, E-Mail)
 * Service Delivery & Performance
 * Resources & Efficiency
 * Comprehensive Real Time & Historical
 * Wallboards & Desktop versions


Explore Now

CCA – PRO PLUS


OPTIMISE YOUR
SERVICE STRATEGY WITH
UMBRELLA VISIBILITY



Comprehensive Dashboard Suite covering all critical dependencies:

 * Multiple Data Sources (including CRM, WFM, QMS, HRM…)
 * Shrinkage, Demand Drivers & FCR
 * 360° Scorecard by Team/Individual
 * Customised Reporting Available
 * CCA Insights (High Value)


Explore Now

CONSULTING


FAST TRACK YOUR
CONTACT CENTRE BI /
DASHBOARD JOURNEY



Tailored Consultancy / Training Services for those seeking to understand:

 * The Big Data dynamic & BI in the context of Contact Centres
 * How to Design and Implement a successful BI System for your Contact Centre
 * The common Pitfalls that lead to Failure and how to avoid costly mistakes


Explore Now


CLIENT CASE STUDIES



SINGAPORE TELECOMMUNICATIONS LIMITED, a leading COPC certified Asian
Telecommunications giant, with a market cap of $32 billion, chose CCA as their
Contact Centre Business Intelligence solution, due to CCA’s powerful exception
reporting, umbrella coverage, dexterity, and ease of use.

CCA helped reduce support costs by 25% within 12 months and recently won the
prize for the Best Productivity Solution of the Year, voted by the Contact
Centre Association of Singapore. 

Read Case Study

SINGAPORE POST LIMITED, the most successful and revolutionary logistics company
in Singapore, brought in the CCA team to implement BI & Visibility solutions for
their Avaya platform, and for a calibration and benchmarking exercise of their
core Contact Centre reporting fundamentals.

There was a strong focus on Scheduling & Forecasting methodology to cater for:

 * 1st Level Shrinkage (staff who are not in the office at all)
 * 2nd Level Shrinkage (staff who are in the office but are unproductive)
 * Planned Shrinkage (staff who are on annual leave, public holidays, off days
   etc.)
 * Unplanned Shrinkage (staff who are no-show, or have called in with
   emergencies, on medical leave, etc.)

Gaps in the previous methodology were quickly identified, and correct staffing
levels were ascertained, with the staffing and performance dynamic being
normalised within 3 months.

Read Use Case

SINGTEL OPTUS PTY LIMITED, one of Australia’s top 3 mobile operators, engaged
CCA for a comprehensive onsite audit, review and consulting exercise to help
reinvent their Contact Centre reporting.

Previously producing hundreds of static reports (PDF documents, Excel
spreadsheets, & Powerpoint slides) on a Daily, Weekly and Monthly basis, the CCA
team enabled a rapid conversion from legacy and labour intensive low value
reporting practices into a streamlined, and highly effective online BI solution.

Read Use Case


OUR VALUED PARTNERS & AFFILIATES


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GUARANTEED 10% IMPROVEMENT


IN PERFORMANCE & PRODUCTIVITY


DURING YOUR


FREE 30-DAY TRIAL

 (T & CS APPLY)


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