Manage your contact centre effortlessly
Scheduling for contact volumes, managing staff needs, delivering optimal customer experience levels and meeting performance KPIs and budgets, all at the same time, can be a difficult challenge.
We’ve removed ‘difficult’ from the equation
Our cloud based suite of tools makes contact centre management easier than ever. You can monitor and adjust operations in real time, and accurately forecast and schedule for the future.
Continuous monitoring in real time
Impressive supervisor wallboards
Continuously updated in real time, our customisable wallboards keep you informed of what’s going on at all times.
- Track inbound and outbound agent activity using vital metrics such as calls handled, GOS/Service Level, wait times, logged in time, active time, wrap times, break times and a whole lot more.
- Stay alerted to issues impacting your key metrics, and take decisive action to bring performance back on track.
- Customise the displays to suit each supervisor’s needs and preferences
Deep insight for better decisions
Powerful business intelligence
Over 50 Business Intelligence reports to aid your strategic and operational decision-making process.
- Improve first call resolution: review interactions to pinpoint agents’ strengths and weaknesses, plan training and improve call routing.
- Increase campaign results: examine campaign activity and adjust list filtering, scripts and offers, then measure the effects.
- Identify risks and opportunities: analyse data to determine the drivers that have the most effect on peak contact centre performance.
Easier forecasting and scheduling
Accurate workforce optimisation
Workforce management is now easier than ever. You can forecast demand, set baseline staffing levels and manage rosters quickly and confidently.
- Forecast workloads and staffing levels for all activity types and interaction channels. Run “what-if” scenarios to understand the impact of staff, budget or demand variations.
- Manage agent shifts, including preferences and swapping.
- Monitor adherence, quality and performance with scorecards, identify issues and plan coaching where needed.
- Maintain staff information and skillset database with ease to facilitate rostering and automated call distribution.
Manage from anywhere, at any time
Cloud based for instant access, worldwide, 24/7
When your management team members are on the move or working from home, they can monitor and manage with ease. All they need is an internet connected device.
- Access to real time dashboards and wallboards to monitor queues and performance
- Access to agent management functions to make adjustments
- Access to our workforce optimisation solution to adjust rosters
- Access to historical data reports to continue planning activities
Powerful tools to help you plan, manage and control your contact centre confidently
