QPC Barista can provide the critical Business Intelligence (BI) your contact centre needs for good decision making quickly and easily. It offers a complete analysis solution - dashboards and alerts, multi-dimensional analyses, slice-and-dice of data without the limitations, cost or complexity of systems that use traditional OLAP cubes. The solution can be deployed very quickly in comparison to other BI applications, so, you get answers in seconds, not hours, to assist your decision making.

Barista is able to analyse massive amounts of data at unprecedented speed because of its in memory data model design. As a result of this you get sub-second response times on queries and calculations and the ability to process massive datasets.

The application provides a simple to read user interface which can be manipulated in many ways to customise the presentation of the data. Barista can be configured to link to additional data sources and provide quick comparisons between data. For example the AHT from the WFM system could be quickly compared to Quality Scores from the QM system and skill levels from the skills management system. A series of dials and sliding scale bars on the application mean that the impact of change on any of these pieces of data can be reflected in the others

An outsourcer for a mobile phone provider had an issue where many of the calls they were taking on behalf of their client were being classed as being 'dropped' or unanswered because the time the calls were taking was below 5 seconds. These dropped calls were considered ‘lost’ by the client and penalty clauses in their contract meant only a certain percentage of calls could be lost without the outsourer incurring a financial penalty.

Using Barista the outsourcer was able to pinpoint a problem on an incoming trunk that otherwise would have been impossible to detect and avoid financial penalties being imposed by their customer. Due to a technical fault this trunk was dropping calls after 3 seconds and callers would simply call back and not report what had happened to them. By combining data from the ACD with information from the call recording system the ousourcer's Barista application was able to identify that all the short calls were originating from a single trunk and even locate recordings of these calls within the call recording system so the IT team could actually hear what was happening.