manowarcay

Operations with the Avaya Definity ACD [BCMS enabled] —NetLert Communications provides an alternative real-time and historical reporting solution! No upgrading costly hardware or software. Support for all versions. N-Focus CMS is Web Based, providing multiple advantages over an installed client application.

deepakjain

Can u pls specify more deatils about ACD reporting alternative.

DJ
www.deepak.i6networks.com

PBXtech.info

 

manowarcay

Sure, not sure what details you are looking for...As far as I know, we're the only third party vendor with an alternative, value-add or companion solution to Avaya's proprietary products, BCMS Vu and CMS for the Definity series PBX. I don't know whether you are or have been experiencing the same problems I've been hearing about in dozens of other call centers such as Ameriquest Mortgage and Max WELL Medical, to name just a couple. These call centers are running Avaya Definity switches, and would like to be able to deploy call center ACD reporting without upgrading their switch or paying exorbitantly large amounts of money to do so. Also, they have indicated that they would very much like to view key real time and historical performance info in their call centers, such as:
1. Which agents or groups have the best or worst service levels in our call center?
2. Which people are my best and worst agents? Is their performance improving over time or degrading?
3. And is it easy to use? Is administration simple?
4. Is unlimited web-based viewing for managers and supervisors of the reports possible?
I would welcome the opportunity to discuss our solution further with you, and perhaps take you through an online demo, to demonstrate how we solve these and other issues too.
You can reach me at danny@netlert.com or go to http://www.netlert.com/nfocus.htm