Desktop Analytics

• Captures
• Tracks
• Analyzes

to gain real-time operational visibility into user activities at the dektop to realise process and operational inefficiencies.

Book your free site survey assessment to optimise your back office operations and achieve 20-40% improvement in productivity.

Desktop analytics is designed to provide transparency and insight that can improve performance and work quality. With the use of desktop analytics you can better understand performance and service to identify where and why issues occur within an operation.

Desktop analytics is installed on each end-user desktop and can be used to identify the end-user knowledge gaps and training opportunities as well as improve the customer experience and operational efficiency.  Meaningful data can be captured at three levels:

• Infrastructure
• Applications
• End-user activity

Desktop analytics delivers financial benefits through improvements in:

• Tracking of end-user productivity by providing a full range of metrics covering customers, people, processes and costs.
• Process Cycle Time is highlighted by consistent measurement across an operation, regardless of system, process, job role or geographical location using automated multi channel capture.
• Reduction in training costs by highlighting knowledge gaps and training impact analysis.
• Application support costs by reducing system down time and problem resolution cycles to improve the customer experience
• Application Performance and Usage Analysis – identify application problems that decrease customer satisfaction
• End-user adoption can improve quality, end-user productivity and customer efficiency.

Cost savings guaranteed! eg has a proven track record in providing significant financial returns on investment.

Request your Free white paper on Optimising Back Office Operations.

Features:

• Application Analysis – Tracks and reports which applications are being used by the end user and how much time they spend on each screen. It can help to identify handling sequences, knowledge gaps, improve service levels and handling times and troubleshoot performance issues.
• Application Event Triggers – Record all interactions straight from the employee desktop.  It can protect sensitive data by stopping and starting recording on demand according to which screens users are in.
• Process Analysis (adherence, compliance & activity times) – It provides relevant data in real-time, which could be used to promote relevant offers to each customer depending on there pre-defined business rules.  Provides actual end-2-end process cycle time measurement.
• Process Discovery – Capture and understand the organisation’s business processes through the Process Discovery capability to diagnose the root cause and bottlenecks in existing processes.
• Data Propagation & Process Guidance – Reduces duplicate data entry and provides real-time process guidance for users that helps employees get their work done right the first time and ensures compliance.

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