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PRODUCT
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Telemanagement
Systems for:
OTHER INFO:
Interpac
is a certified
Nortel Business
Affiliate Development Partner
Trac-Record
Call Centre Historical Data System for Nortel Package "C" ACD, Meridian Max and Symposium
Good call centre management and planning requires good reporting tools. Up to now however, sophisticated reporting tools have only been within the budgets of large call centres. But no longer. Now, the Trac-Record Call Centre Data System fills in the gap to provide an affordable yet sophisticated management tool to call centre managers, all on a standard Windows platform
Trac Record works with any Nortel switch equipped with "C" package ACD, Meridian Max or Symposium.
Agent Performance
Hourly and daily reports, plus summaries of individual and group agent performance.
- Queue Statistics
On-screen displays of call centre load levels and equipment performance.
- Advanced Planning Tools
Trunk utilization and manning statistics enable analysis and projection of usage and volume patterns.
- Track Frequent Users
Unique CDM Call Database Module captures and stores inward, outward, or all CDR records (with caller ID supported). Using our powerful search and display function, you can track and identify individual callers, plan for proactive customer services and promotions, and control call centre abuse.Key Features:
A comprehensive set of graphs and reports clearly displaying vital statistics on your Call Centre operations.
- Captures the half-hourly or hourly data from your ACD port and the real-time data from the CDR port, stores it all and converts it into meaningful information.
- Supports CLID Caller Number Display on inward CDR.
- Quick pull-up ACD statistics reports on screen, plus a powerful report generator for producing historical reports and graphs.
Calyx Trac-Record
Real-Time and Historical Data System for Siemens Hipath, Hicom 150 Pro or Com Call Centres
Think of driving down the expressway in a car that has no instrument panel: no speedometer, no fuel gauge, no temperature or oil warnings etc. etc. That's your Call Centre without a management information system. Trac-Record Calyx provides administrators with true real-time information on operators, calls and queues in addition to a suite of historical reports that analyse and present past performance and loading. Using the interactive CSTA interface in Hicom, Calyx Trac-Record is easily the most most cost-effective way to transform your basic Hicom 150 Call Centre into a state-of-the-art high performance installation comparable to the finest high-end call centre complexes.
Continuous real-time snapshots of all critical current status parameters with moving chart
Supports the full number of queues and operators supported by the Hicom
Flexible graphing options provide virtually unlimited combinations and styles
Threshold settings for operators and queues with warning and alarm levels
Standard Windows platform
Powerful reporting with combined graphs and empirical data
Report output to Crystal Reports
us
for more details or a demo.
AgentViewWallboard Display System for all call centres
Real-time display systems can improve the service levels and the overall efficiency of your call center by conveying real-time statistics to all your agents concurrently. AgentView collects real time data from a single or multiple site ACD (and other sources) and relays this information to your call center staff.
AgentView interfaces to a wide range of PBX/ACDs including Nortel, Lucent, Rockwell, Aspect and many more. It also supports an unlimited number of display panels at one time, of various sizes and specifications, all of which are supplied and supported by Interpac.
Key Features:
Immediately available real-time information via wallboards.
Color-coded statistics and messages, as well as audible alarms, advise as to the nature of urgency of any message.
Scheduled and on-demand messages that supervisors can send to any single or set of wallboards and/or desktops.
Data updates as fast as 3 seconds
"Frames" feature that allows the display of multiple sets of information on the wallboard simultaneously, for maximum display efficiency.
AgentLink
Agent Desktop DisplayAgentLink, the companion product to AgentView, brings information made available to the wallboards right to your agents desktops in a resizable and movable pop-up window.
Call center statistics can be presented in real time to your agents right on their PC screens, where they cannot be ignored or overlooked. AgentLink brings the AgentView real time communications system to the desktop, putting agents in a position to take fast action to keep your active call center functioning with maximum efficiency. Using AgentLink along with a limited number of wallboards for high impact visibility gives you total call center communications at an affordable price.
In addition to displaying statistics, messages can be sent to agents and back to supervisors. This allows your agents to respond quickly to changing conditions regardless of where they are or what program they might have on their screens.
AgentView and AgentLink are both designed to display "SmartStats", the ability to create highly specific statistics from one or more diverse data sources, numerical constants and algebraic operators, resulting in highly accurate information about your call center. Both products are Windows applications, making it easy for you to tell the system what you want and how you want it.
Key Features:
On-screen real time statistics and messages.
- Color representation of board, movable to any part of PC screen.
- One to twenty statistics per AgentLink "window".
- Supports multiple AgentLink "windows" per workstation.
- Windows platform, LAN/WAN compatible.
- Message archiving capability.
Combine Trac-Record, AgentView and AgentLink for a truly comprehensive management package for your Call Centre.
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us for more details or a demo, and view Centergistic Solutions website for more info about AgentView and AgentLink. |
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