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You are the contact center—a crucial operation that is in direct communication with current and future customers. Often, it is up to you to lay the groundwork for business relations. In fact, most companies have their contact centers handle the majority of their customer interaction, making performance of these organizations of utmost importance.

How do you measure up? You need the ability to provide your agents, managers and supervisors with real-time notifications of current and expected conditions, system outages and other critical facts. Having this vital information, your people could make swift decisions to drive improved service and performance.

And that’s where QuickCOM Enterprise comes in.

The Information You Need, When You Need It

QuickCOM Enterprise collects call information from your critical data sources. Organizes and monitors that information. And delivers it real-time and by event through a variety of display options, including FlexVIEW LED displays (reader boards), our Vitals Dashboard, plasma TVs and more.

With QuickCOM, you get real-time notifications that empower agents, supervisors and managers to make important decisions. Notifications that answer questions like, how quickly are we answering calls? How many calls are in the queue? What’s the oldest pending call? How many abandoned calls are we experiencing? Are we encountering any system outages? And more.

For example, QuickCOM Enterprise can provide real-time ACD statistics to contact center agents, supervisors and managers through their workstations, mobile devices or easy-to-read FlexVIEW LED displays. When critical ACD thresholds are reached, QuickCOM uses a combination of changing colors, audible tones and event-triggered messages to immediately notify contact-center personnel or page a supervisor.

QuickCOM also:

• Provides compatibility with most ACDs
• Supports multiple networked contact centers
• Provides single or multiple administrator access
• Allows information from multiple queues to be combined for totals and averages
• Communicates scheduled or threshold-triggered motivational messages

The net result—increased performance levels and customer satisfaction.

Find out more about QuickCOM Enterprise, the QuickCOM Engine and its many Output Options.

 

ReSOURCE CENTER

QuickCom Enterprise allows you to:

• Identify critical system statistics.
• Consolidate data monitoring.
• Provide advanced network and event monitoring.
• Communicate critical information in real time.

 

Read Call Center Magazine's June 2005 article, An Agent's Best Point of View (pdf).