No device-level analytics
- Soft-phone adoption rate metrics
- Device-level call tracking and reporting
- Roll-up to employee and department
- Identify unused/underused devices
Limited trunk utilization and traffic stats
- Reveal traffic compounded by call forwarding
- Visibility into conventional & SIP trunk utilization
- Peak Concurrent Calls on demand
- Break reliance on carrier-provided benchmarks
Frustrated with native Contact Center reporting
- Cisco CC & CUCM on a single pane-of-glass
- Real-time Dashboard for remote Agents and Supervisors
- Flexible and easy-to-use report customization
- Alerts on missed Service Levels
Limited Hunt Group reporting
- Call counts and Service Level by group
- Real-time Native Call Queuing stats
- Real-time Agent status
Poor visibility into caller experience
- Cradle to Grave call tracking
- Sequential call segment presentation
- Optimize call routing
- Coachable moments for Agent development
No Quality of Service reporting
- Reveal QoS associated with each call event
- Analysis by exception, location and trends
- Troubleshoot poor call quality
Need better trend analysis tools
- Stop importing CDR into Excel to analyze
- Establish new norm baseline and trends
- Validate progress as procedures improve
- Benchmarks for better staff scheduling
Pressure to do more on a limited budget
- Cloud ready solution – more bang for your buck
- Secure & resilient Azure hosted environment
- Managed care for less than doing it yourself
- SSO & Automatic software updates
Challenges to effective UC Management with a Distributed Workforce
Regain Control, Ensure Efficiency and Improve Productivity
Have questions about how to leverage better analytics to manage your remote workforce?
Compliment Your Analytics with These Powerful Tools
Workforce Management
- Plan, forecast and schedule with confidence
- Maximize capacity
- Achieve service goals
- Reduce costs
- Increase revenue
Automated Quality Management
- Replace outdated manual process
- Consistent evaluation program
- Deeper insight into caller experience
- More effective compliance risk management
Speech Analytics
- Automated speech to text
- Automatically identify problems & trends
- Reveal root cause
- Better understanding of customer interactions
UC Provisioning
- Automated multi-platform MACD
- Connectors to AD, HR, ITSM & IMS
- Integrated phone number inventory
- Full change audit trail