Work from Home – The New Norm

Better manage UC for your remote workforce

Recent events have forced many organizations to rapidly deploy or expand unified communications support for work-from-home employees. Find out how a robust UC analytics and reporting tool can help you meet these new challenges:

  • Visibility into Employee Productivity
  • Ensure adequate resources are available to handle new traffic patterns
  • Identify and troubleshoot poor Quality of Service

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Agent and Queue Metrics

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

Consolidated Reporting

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

Robust Historical Reporting

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

Limited Hunt Group reporting

  • Call counts and Service Level by group
  • Real-time Native Call Queuing stats
  • Real-time Agent status

Call visibility

Poor visibility into caller experience

  • Cradle to Grave call tracking
  • Sequential call segment presentation
  • Optimize call routing
  • Coachable moments for Agent development

Agent and Queue Metrics

No Quality of Service reporting

  • Reveal QoS associated with each call event
  • Analysis by exception, location and trends
  • Troubleshoot poor call quality

Quality of Service

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

Cloud Ready

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?

Ask an Expert

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

Find out how you can achieve more with Infortel Select

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