Our experts
Our experts provide end-to-end infrastructure and operational support solutions that leverage deep knowledge, industry expertise, and best practices. Whether you are looking for consistent and experienced infrastructure staffing, rich monitoring and business planning, health check analysis, or specialty expertise, EDA will craft a solution to meet your business requirements.
Maintenance
EDA speech and omnichannel analytics experts are trained in the art and science of query optimization, report development, and ongoing support. Analytics is not an off-the-shelf application; it is a toolset that delivers insights into a constant process improvement discipline to drive higher revenue and lower operational costs. EDA consultants like to say that they think like a transcription engine to report out what agents are saying and how customers are responding. Our consultants can be placed on-site or remotely to augment your existing staff or as a full-time analytics team member. EDA support services include:
Managed Application Tuning
EDA’s approach to managed application tuning starts with an understanding of the current state of existing analytics applications and their intended use. Armed with a firm grasp of the desired future state and expected outputs, we provide a roadmap of how to execute to a plan to deliver.
Tuning is a critical element in any analytics implementation as it provides insights into agent performance management and the customer experience. Therefore, to maximize customer satisfaction and the value of your brand, you must derive the most out of your applications. In addition to increased agent performance and customer satisfaction, EDA’s analytics application-tuning service derives the most value from your recording infrastructure investment. EDA provides a full suite of services including:
