The efficient and effective management of your call center operations relies on access to real-time streaming data. Design your strategies to enable your agents to respond instantly to client demands with informative and intuitive real-time statistics. Fully-integrated remote call monitoring and visual alerting ensures you achieve the highest possible level of call center quality assurance and customer service. The Connect First real-time telemetry engine enables unsurpassed remote monitoring for real-time data capture.
Inbound Remote Monitoring – Gain a snapshot view of all inbound queues to quickly assess the number of calls in the queue, the maximum hold time, and the number of call center agents currently available to handle inbound phone calls.
Outbound Remote Monitoring - Clear visibility is enabled of all call center agents working any telemarketing campaign. Current data performance is broken down by call result categories.
Call Center Agent Remote Monitoring – Quickly monitor the state of all logged on agents, gaining information on current log on session, calls handled, work time, RNAs, and more. Phone monitoring sessions and real-time chat are easily initiated.
