How a Global Hospitality Company Took Control of Efficiency and Performance with Aceyus Call Center Tracking Solutions

When a $20 billion hospitality company’s legacy system lacked flexible reporting and real-time monitoring, they knew they had to make a switch. They needed a platform that could integrate with their current IEX Staffing System so managers could have complete visibility into agent productivity.

In order to make changes that would impact the overall customer experience, the company needed:

  • Real-time monitoring
  • Immediate queue metrics
  • Real-time ASA
  • Quick daily trends
  • Accurate historical markers for forecast
  • Real-time OPTs determinations

The solution? By utilizing Aceyus real-time reporting, contact center managers were able to see data previously scattered in multiple reports all in one, eliminating hours per day of back and forth for each manager.

Download the case study to see how Aceyus transformed the way this company was able to view productivity and increase efficiency.

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