Cicero Insight is a measurement and analytics solution that collects and presents high value information about quality, productivity, compliance, and revenue from frontline activity to target areas for improvement. Using a set of configurable sensors at the employees’ desktop Cicero Insight collects activity data about the applications, when and how they are used and makes it readily available for analysis and action to the business community.
- Provides a source of rich data from the desktop, which is not readily obtainable or commonly utilized in business level analysis.
- Is a solution to analyze data and identify areas of improvement with actionable intelligence (data-driven decisions).
- Helps companies establish a desktop knowledge baseline.
- Delivers role-based dashboards, reporting and analytics in a web and mobile context.
- Supports data harmonization with the integration and correlation of data from other data platforms.
Companies are using Cicero Insight to:
- See how the events at the desktop impact business goals, the employee and customer experience.
- Measure and assessing activity (what activity, by whom, where, how much and when).
- Identify compliance issues (installed software and versions, approved/unapproved apps, web usage and domain access, copying files, external drive access, etc.).
- Identify top performers, best practices, etc.
- Have current hardware configuration and state of utilization data.
- Establish a knowledge baseline for the employee desktop.
- Measure and assess performance (hardware and user).
- Measure and assess process/task efficiency (look at the frequency of use of an application vs total time spent in an application).
- Identify improvement opportunities through automation, training, process changes, and fraud/regulatory and compliance changes.
- Gather empirical, objective data about how your people, processes and technology help or hurt service delivery
- Identify and prioritize work process issues that need to be addressed
- Improve employee productivity and operational performance
- Identify and reduce compliance, fraud, and company policy loopholes
- Reduce costs through surgical wasted effort or application maintenance identification
- Target workflow and process issues that impact the customer experience
- Support big data initiatives by capturing both the worker and customer interaction journey
- Configure the amount of data detail that you want to capture
- Track business objects across users and computers
- Real-time and historical reporting
- Cicero Data Subscription Service (CDSS) provides real-time access to data for third party applications such as call recording at either desktop or server
- Track cut/copy events to detect inefficiencies and fraud opportunities
- Monitor system and network performance issues and gather data for troubleshooting
- Track application and web-site usage, set approved/unapproved, business or personal use criteria
Top Use Cases in Contact Centers
- Monitoring and reporting on compliance, adherence and other business requirements
- Identifying areas for process automation and integration
- Monitoring employee productivity and identifying top performers, etc.
- Identifying problems (connectivity, availability) with enterprise applications
- Providing an application and workstation inventory with system details
- Monitoring data entry and data quality, and flagging issues for follow-up
- Monitoring security and access to sensitive data such as financial information
- Identifying screens and applications that can be sunset
Top Use Cases in the Back Office
- Generating reports on idle time, after-call work, time spent on unauthorized websites
- Identifying if employees are navigating several screens (clicking, Alt+Tab) to complete tasks
- Capturing problems with desktop application performance (processes, RAM, uptime, response times, etc.)
- Identifying missing steps, redundant tasks, and other automation opportunities
- Providing historical and real-time data about network connectivity with each workstation and the applications running on them
- Flagging times and logging when employees do not follow PCI or HIPAA rules, such as turning off call recording or entering confidential data
- Distinguishing between top and bottom performers
- Capturing where copying and cutting happens and how often it occurs across applications and screens
- Providing guidance alerts when certain events occur
- Feeding third-party WFM and BI applications