What is Contact Center Performance Management? Call center optimization technology provides actionable intelligence for improved productivity and operations. Through the integration of data from disparate sources, these contact center products provide an enterprise view of business processes, applications and call center workforce activity, and deliver meaningful information about customer interactions. They transform fragmented data into key performance indicators (KPIs), allowing managers to track and analyze the metrics that are critical to their operations. Through this actionable intelligence, businesses experience increased workflow optimization, enhanced CRM, and cost savings.