For the purpose of this white paper, enterprise and consolidated reporting in the contact center refers to both standardization of contact center data and cross-functional reporting. The contact center data can be from multiple contact centers operating as different business units technologically. The cross-functional reporting can be from multiple customer contact channels with technology that is usually disparate and/or from stand-alone systems. These systems typically are not integrated for reporting purposes. The paper addresses the why's and how's of enterprise consolidation and cross-functional reporting, and the advantages. The secondary focus covers the difficulties of data standardization and will conclude with a discussion on implementation.
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