It allows Executives, Product Marketing, Sales, Center Managers and other professionals the ability to explore and gain insight into previously unseen data patterns and trends through a combination of customer contact event data that is coupled with customer demographics, revenue, and business trends. This solution enhances investments in current systems by providing insight and feedback on contact centers across the enterprise on such critical indicators as channel performance and campaign effectivenss.

A key question is: Is CRM the best solution for business intelligence across multiple contact points or is a more targeted product the best solution? More and more, because of the need for agility in reacting to changing market conditions, we see that companies are opting for best-of-breed solutions in performance management. Not to say that companies are retreating from their investments with their current CRM vendor, but while CRM systems have a broader set of functionality, they do not go nearly as deep as targeted point solutions in several key areas. The best-of-breed business intelligence solution to provide analytical insights is PerformBI Contact Center. In terms of functionality, flexibility, cost and speed of implementation Sterling Management Solutions is the clear choice.