Call Accounting Featured Article

Stop Making Decisions with Old Information: Productivity Requires Real-Time

June 01, 2016

New product releases are always exciting for a company trying to keep pace with the technology demands of an evolving industry. While call accounting may not always seem like the most innovative of spaces, the reality is that companies continue to rely on this technology to control costs and keep activities in check, especially in the contact center. And, ISI Telemanagement Solutions (News - Alert) is one company that wants to ensure innovation continues to be a reality.

To that end, the call accounting solutions provider has announced significant updates to its ISI dashboard. The company’s flagship software, Infortel Select, now has new contact center capabilities that include Real-Time Stats for UCCX reporting. Now those responsible for keeping on top of company spending when it comes to communications can track activities in real-time so as to identify issues before they become problems.

In the contact center, the capabilities will help improve the bottom line. With Real-Time Stats, contact center managers gain the ability to track both real-time and historical contact center metrics. This enables them to display agent and queue stats in a dashboard that can be viewed on a tablet, desktop or large-format monitor in the contact center environment. It can be used as a tracking tool or one that keeps the entire team motivated as they work toward collaborative goals.

The tracking available with Real-Time Agent Status provides information such as current status with times, calls handled and transferred for the day and so much more. This allows for a variety of real-time corrections to help keep metrics where they need to be before anyone gets off track for too long. With Real-Time Queue Status, metrics such as number of calls in a queue and the oldest call in the queue are displayed to ensure the center can keep on top of all activity.

With the expansion of these call accounting capabilities, managers gain the greatest amount of visibility into the performance of the contact center overall. Immediate insight into real-time metrics, contact center managers have instant access to the information they need to make key decisions for the long-term and on the fly, improving performance and productivity of the entire team.

When it comes to the customer experience, companies can often wind up on the losing end in terms of performance and cost. Gaining real-time access to call accounting information allows for better visibility and a focus on making changes based on real-time information. This ensures any missteps are quickly corrected so the customer enjoys an optimal experience and the contact center controls its costs.

Edited by Stefania Viscusi

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