Overview

The Arena Contact Center Template is effective in analyzing customer service delivered by an organization's call center.

The Contact Center Template is an add-on available to Arena Professional and Arena Factory Analyzer.

Examples of applications include:

• Understanding the impact of multiple types of contact (web, phone, fax) on the call center
• Analyzing the effect of call routing (scripts) prior to implementation
• Predicting the ROI of new technologies( such as routing systems) and capital investments
• Analyzing the strategic impact of virtual call centers, multi-site routing, skill based routing
• Determining Staffing requirements
  Financial planning relevant to budgetary issues and operating expenses

Who can use it?

The Arena Contact Center Template can be used by call center managers, planners and analysts within a call center; consultants designing, configuring, or analyzing call centers; telecommunication systems engineers conducting capacity analysis; financial analysts responsible for call center budgets.