Case Study Smart Contact Center and Business Analytics A call manager expressed frustration over the lack of visibility into their system and company analytics. The specialty insurance provider required a HIPAA-compliant, seamless mobile communication solution for several offices across the U.S. The Smart Solution The Challenge • SCC provided the staff with a communications system that features multiple custom configurations and programming for their phones. • Programmed a custom-built contact center dashboard to view users logged in, including the phone numbers involved in current calls. • Installed heavily used call queues that increased management’s visibility into daily operations. • SCC’s Smart Analytics provides a deeper understanding of their productivity through detailed ana

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