Real-Time Multi-Channel Contact Center Monitoring (fr)

Real-Time Multi-Channel Contact Center Monitoring

Real time monitoring and reporting provides critical contact center metrics and gives supervisors the ability to manage their agent teams effectively. Get real-time view of contact center KPIs. Monitor Agent Performance at real-time.
Vocalcom contact center solution provides the tools you need to effectively track, monitor, and report on call center management data. All-in-one solutions for call centers contain powerful historical tools for effectively collecting and managing a wide range of relevant call center management data. Every interaction entering a contact center leaves a trail of data in its wake. Vocalcom Contact Center historical reporting tools capture and make sense of this data through reports, matrices and customizable parameters.
Engineered with a unique qualitative approach to contact center data, these tools enable businesses to run a contact center with consideration for both efficiency and effectiveness. These tools allow companies to measure performance across all media channels, thus enabling the evaluation of true resource productivity and customer handling. Vocalcom's reporting tools are delivered with several pre-packaged decision support content views and can be customized to support unique business requirements. The system delivers information to all stakeholders inside or outside of the contact center through a web interface.
Used with our real-time management tools, Vocalcom's historical reporting tools enable effective monitoring and control of call center operations because they are based upon rich, real-time and historical data. Enterprise provides a solid, quantitative foundation for making call center management decisions and modifications in real-time or over a period of time.