Patent attributes
Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison.
