Real time information is valuable across industries and functions for proactively managing operational KPIs. Yet, existing real-time and near real-time tools often provide a fragmented picture of performance, as information is typically locked in disparate source systems, reported at different intervals, and delivered to only a sub-set of users. Existing real-time tools also provide little historical context for understanding what short-term trends mean, determining root cause and taking corrective action.

Merced Operations Center is an advanced intraday interval-level reporting application built for command center and contact center management. Merced Operations Center enables 30 minute reporting intervals while delivering a holistic, business-centric view of intraday customer operations and contact center performance as well as the tools leaders need to manage and improve performance. With Merced Operations Center, managers can make intraday cost saving and strategic decisions such as sending agents home in response to low morning call volumes or canceling a team meeting to solve afternoon service level issues.

What makes Merced Operations Center different?

• Improved Judgment on Operational Decision-Making
  Merced Operations Center delivers a holistic, business-centric view of intraday contact center performance to Command Center analysts, operations managers, and contact center management. Additionally, with the power to identify and understand the root cause of issues as they occur, and to immediately take action to address problems, Merced Operations Center enables operations executives to make faster, better fact-based decisions.