Visibility Applications
Utilising the advanced functionality of the Call Manager platform, Performance Telecom has developed a range of innovative and unique visibility applications.
Based on real time call information, we can offer total visibility of your inbound calls through real time stats and virtual call centre wall board applications. Our early warning system and dial in DR solution, then highlight any call issues immediately, enabling you to react to multiple DR scenarios in real time.
Real time call statistics.
Offering real time call statistics and campaign feedback, delivered to a dedicated web-based application and updated every three seconds. Effective for tracking inbound call statistics in real time & monitoring all numbers or individual campaign numbers live, highlighting any call spikes or missed calls as they happen.
Virtual call centre wall board.
Presents real time call centre information, delivered to a web-based wall board and updated every three seconds. The virtual wall board is fully customisable and managed via an intuitive GUI.
To view our live call centre wallboard simply follow the link. Dial our example IVR survey on: 0800 9 536 536 and watch as the wall board updates, in real time, based on your individual question scores.
Agent desktop.
Our Agent Desktop application provides an 'agent control interface', delivering real time call stats to the agents desktop. This includes additional skill groups; other agents statuses & general call centre information. Effective for CTI integration with local CRM systems and virtual call centres.
Early warning system & real time DR.
Our early warning system & managed disaster recovery solutions provide real time notifications to nominated contacts via email & SMS, as various performance thresholds are met. This enables the user to set up multiple alerts, measuring a range of parameters to immediately highlight any unexpected changes in call flow, or call quality.
Why not take advantage of our free 24 hour trial? For some specialist advice on our visibility applications simply give us a call on 0845 456 1500. Alternatively you can request a call back via the contact us button. Whatever your choice, we look forward to hearing from you.
Below are some jargon busting definitions of key terms...
GUI (usually pronounced GOO-ee) is a graphical user interface to a computer. As you read this, you are looking at the GUI or graphical user interface of your particular Web browser. The term came into existence because the first interactive user interfaces to computers were not graphical; they were text-and-keyboard oriented and usually consisted of commands you had to remember and computer responses that were infamously brief (think MS DOS).
CTI (computer-telephony integration), or sometimes simply "computer telephony," is the use of computers to manage telephone calls. The term is used in describing the computerized services of call centres, such as those that direct your phone call to the right department at a business you're calling. It's also sometimes used to describe the ability to use your personal computer to start and manage phone calls
CRM (Customer Relationship Management) is specific software that allows a company to measure and control contacts with customers. CRM can be used for controlling contacts with a customer either by phone, fax, mail, and e-mail. The data collected can be used for research and analysis of the customer relationship. As the customer is the most important part of the business, the CRM is the method that analyses the contact with the customers in a call center; for example
