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Real-time Monitoring |
A good system in place for real-time monitoring helps contact centres immediately respond and adapt to changing conditions and events and lets managers access information from anywhere and on any device as it happens.
Our powerful, customisable wallboard and dashboard displays are easy to use, pulling in key performance indicators from a variety of sources into meaningful views.
In addition, the facility to call barge, whisper or recording and set Service Level Alerts - either visually or audibly, let's call centre managers take proactive action to solve issues before they escalate.
Our Other Call Centre Technology:
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| Inbound Automated Call Distribution including skills based routing and sophisticated operator productivity algorithms. More info |
Computer Telephony Integration with other legacy or deployed technology within the call centre such as the customer relationship management (CRM) system More info |
Outbound Predictive Dialling to serve outbound campaigns and optimise the penetration of your data set. More info |
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| Payment Gateway and PCI Call Recording Automated payment systems and guaranteed compliance. More info |
Workforce Management Call Logging & Reporting Custom reporting with over 150 metrics to choose from. More info |
Interactive Voice Response flexible and sophisticated, ensuring customers are routed to the most appropriate skill set. More info |
