Contact Center Management Version 5
Management tools for small to multi-site, multimedia contact centers
Contact Center Management is the foundation for Contact Center Enterprise Edition and Contact Center Business Edition.   As a contact center manager, you have to manage people (agents) and call processing — the way multimedia contacts are processed, answered, and lost. To manage your contact center efficiently, you need three pieces of information:
What has happened? Historical Reporting and Monitoring What is happening? Real-Time Monitoring What will happen? Agent Forecasting
How is the delicate balance between contact center costs and achieving the desired service level to callers determined? With commitment to a systematic planning and management strategy — and the right Management Information System software package: Contact Center Management.
The solution The Contact Center Management solution provides advanced, browser-based capabilities for Reporting on all agents and queues over any date and time horizon ¨        Viewing historical events for a particular date, in simulated real time       ¨    Real-time monitoring of all contact center activities for queues and agents ¨        Forecasting the number of agents required to meet service level goals based on historical data and "what-if" scenarios ¨        Sending online messages/broadcasts to agents and supervisors quickly and securely
Contact center benefits Effective contact center management means that agents and resources are available to handle an accurately forecasted workload at the desired level of service.   The Contact Center Management solution provides contact centers of all sizes with management tools that enable supervisors to ¨        Respond instantly to changing traffic volumes and ensure service levels are maintained ¨        Ensure agents adhere to their shifts and meet performance standards while on the job ¨        Capture detailed and accurate information on queue and agent performance and readily share this information with others in their organization ¨        Accurately forecast the agents required to meet future traffic volumes ¨        Coach and motivate agents to optimize service and develop new skills ¨        Easily configure the database and control user access to applications and devices ^ back to the top
The cost of deploying sophisticated contact center management solutions is a barrier for contact centers, regardless of their size. Customers, both internal and external, expect agents to be responsive and will accept nothing less than the highest quality of service. As a result, contact centers require a solution that is easily and efficiently implemented, and provides supervisors with integrated tools for managing, reporting and forecasting contact center performance.
prairieFyre Software offers training for its solutions. View the training packages and contact your Mitel Channel Partner for pricing.