Every contact center is unique, and we feel the solutions provided to your organization should be too. From reporting to recording tools to workforce management, the solutions listed and described below will give you more control and greater operational insight, making your contact center the asset if was meant to be.
Contact Center Analytics | Flexible Wallboard & Dashboard Options
View your call center data in real-time with flexible wallboards and dashboards
Things can move pretty fast in active call centers. One minute you may have 3 calls holding in queue, and the next minute, you’ve got 30.
It’s important to stay on top of these ever-changing numbers throughout the day.
Our wallboard solutions will provide you a real-time view of common call center metrics, including:
- Agents in queue
- Calls holding
- Longest waiting call
- Daily and monthly call counts for agents
- Any other key performance indicators you need
In addition, our wallboard solutions provide flashing details for calls holding too long or agents in a status for too long.
Custom Contact Center Reports
Let us build the exact reports you need to run your business efficiently
Every call center is unique — your reporting requirements will be as well.
With our custom report options, we work with your team to understand the key performance indicators your call centers needs to measure and how best to convey that in a well-designed report.
We leverage our years of database and call center experience to bring you meaningful reports tailored just for you.
Quality Assurance Solutions For Your Contact Center
Use our unique templates, technology and tools to enhance agent performance
With our quality assurance solution (call scoring), your team leads or quality monitors can easily select agent call recordings and a scorecard template to evaluate calls. A scorecard template is selected based on the call type, and it defines the attributes for evaluating the call.
As you listen to the call recording, you select options for the defined attributes and the values of those selections roll up into a final score of the call. This information is saved in the database and available for reporting. These reports will show how agents are performing over time.
Custom Call Statuses / AUX Codes
Create an unlimited number of status options for better tracking of your agents
Our custom call status (or custom AUX codes) options allow you to extend pre-defined status options to any number of options your call center may need.
From “training” to “after call work” to “tea break” to “end of shift,” you are in control.
The use of custom statuses are also reflected on our wallboards and in reports, giving management a granular picture of what agents are up to.
Contact Center Monitoring & Call Recording Management
Let us assist with the daunting task of call recording management
Let us assist with the daunting task of call recording management.
Our solution provides the ability to easily search and play back call recordings, all directly within a web browser.
Call recordings can also be scored for quality assurance. In addition, we provide several options for archiving, retention, and purging.
Contact Center Queue / Ring Group Manager
A powerful, yet simple tool for moving agents in and out of queues or ring groups
Our queue / ring group solution keeps non-IT users out of the admin console and gives them a clean, easy-to-use screen for moving agents in and out of queues.
This can be a helpful feature for team leads who need to have agents working on different projects or clients throughout a shift and need to be able to move them around as needed.
Progressive Dialer Solution
Power through campaigns and keep agents productive with a compliant progressive dialer solution
Our progressive dialer solution is designed to minimize time between outbound calls and keep agents productive through automation. Management will create campaigns, import contacts, select agents, and click start.
Once a campaign is in progress, agents are presented with outbound calls.
Contact Center Workforce Management Software
Our workforce management tools help you make sure agents are where they need to be for maximum efficiency
Workforce management is a bit of art and science in an ever-changing call center environment. Some have even described it as “herding cats”. With our workforce tools, you can get the information you need to stay on top of this challenge and schedule agents accordingly. Our solution has tools for adding and updating agents’ schedules so that the system becomes aware of where agents are supposed to be.
Once the schedules are in, the system can:
- Send emails when agents are late
- Provide visual views of schedules
- Run reports on schedule adherence
- Provide reporting on call volumes versus agents’ schedules to ensure you are staffed appropriately
Call Disposition Routine
Gain valuable call tracking information and keep agents on task with our call disposition solution
The call disposition solution is a flexible desktop tool that agents use to control their phone system status and disposition calls. With the flexibility to build customized call flow rules, agents can be automatically taken out of queues and put back in, forced to disposition every call and automatically placed in “wrap up” status.
All the time spans of these activities are measured providing a more accurate representation of call handle time for each agent. In addition, the call disposition data can be used in reports to see trends in call dispositions.
Smart Call Routing
Leverage customer databases and history to route calls efficiently and minimize repetitive and annoying prompts
When calling into a contact center, most of us would prefer to not go through 10 different voice prompts and enter information repeatedly but rather get right to the person or group we need to interact with.
We can work with you to create a smart routing solution that reads call information live and looks up certain values from your customer databases to route calls where they need to go quickly and efficiently.
Schedule A Demonstration
Set Up A Meeting With Our Team And Find The Perfect Contact Center Solutions For You
Contact us today to set up a demonstration. Our dedicated team will discuss your specific needs, walk you through a demonstration of some of our most popular customized solutions and integrations, and then discuss how best to achieve what your business needs.
Serving Dallas, Texas, Fort Worth, Arlington, Irving, Plano, Garland & Worldwide.