Overview
The Arena Contact Center Template is most effective when analyzing customer service delivered by an organizations call center.
The Arena Contact Center Template is an add-on option to Arena Basic Edition Plus, Arena Standard Edition, and Arena Professional Edition. It is a standard feature of Arena Enterprise Edition.
Template add-in includes: Contact Center (Contact Data and Script)
Examples of applications include:
- Understanding the impact of multiple types of contact (web, phone, fax) on the call center
- Analyzing the effect of call routing (scripts) prior to implementation
- Predicting the ROI of new technologies (such as routing systems) and capital investments
- Analyzing the strategic impact of virtual call centers, multi-site routing, skill-based routing
- Determining staffing requirements
- Financial planning relevant to budgetary issues and operating expenses
Who can use it?
Arena Contact Center Template can be used by call center managers, planners and analysts within a call center, consultants designing, configuring, or analyzing call centers, telecommunication systems engineers conducting capacity analysis, financial analysts responsible for call center budgets.