Birst

Birst Comes Fully Integrated With RightNow On Demand Analytics, Data Sources, And A Single Sign-On

Birst is an enterprise-class analytics solution that allows you to include any and all data that is useful for making decisions while maintaining high performance. Quickly and easily, data is combined and published into one environment (“data warehouse in the cloud”) for analysis and to optimize business throughout the customer lifecycle.

Birst enables advanced reporting, analytics, and analysis such as CSAT, NPS, FCR, trending (organizational performance over time, ability to identify growing issues with service, etc.), and times-series analysis.

As the underlying engine and platform for RightNow Enterprise Analytics, Birst extends types of analysis that can be performed, including extended time-series, alerting, and role-based reporting, and even extends analysis to people who may not have access to a RightNow desktop. Clients can also combine RightNow data with other data sources to get a 360° view of their incidents, customers, and business.

Using Birst, RightNow clients can analyze:

• Drivers of customer service costs by agent, product, or service type
• Opportunities for improving contact center efficiency, customer service, and customer satisfaction
• Service or sales trends by time, region, product, or agent
• The impact of marketing, seasonal variation, or new products on customer service so you can plan and staff accordingly
• Service incident data to determine which products drive the most incidents overall and which drive the most costly incidents