[October 09, 2007] MicroAutomation Releases an Analytics Solution for the Utilities Industry MANASSAS, VA- October 9, 2007 – MicroAutomation, a leading systems integrator of call center solutions, announced that they have developed a Utilities Analytics solution to specifically help utility service providers monitor the efficiency of their call centers. The solution offers four easily-tailored report modules which enable Utility companies to track service level compliance mandated by state regulation, provides historical and real-time reports for assessing operational performance, enhances automation by identifying key areas of improvement and delivers trending information all in easy-to-read graphical displays. “This solution gives Utility service providers a comprehensive view of their call centers and a simple way of creating an environment of quantifiable improvement,” said Suresh Gursahaney, Founder and CTO for MicroAutomation. “Gone are the days of pouring over endless amounts of statistical reports. This solution provides historical and real-time analytical information to track overall call center performance and places the data into easy-to-read graphical displays. Now actionable information is at the fingertips of call center managers making it extremely easy to recognize areas of improvement and make critical decisions while showing concrete results.” The Utilities Analytics Solution will be one of several new offerings MicroAutomation will be unveiling at the Energy Marketing & Customer Service (EMACS) Conference October 15 and October 16 in Irvine, California. Please visit MicroAutomation at booth #40 or contact us directly for more information regarding the Analytics Solution. About MicroAutomation, Inc. MicroAutomation is a full service integrator of contact center solutions and provides a broad range of professional services. MicroAutomation’s solutions are based on enhancing the caller experience through self-service options using speech-enabled IVR, improving live agent efficiency through call control solutions utilizing CTI (News - Alert) and providing Analytics solutions which report on, manage and refine each solution element to maximize the overall performance of call centers worldwide. For more information, visit us at www.microautomation.com. Interactive Voice Response (IVR) X A hardware- or software-based computer system that enables incoming callers to interact with voice prompts or verbal commands....more [ Back To the Online Project Management Community's Homepage ]