Introduction
General - Page 5
Introduction
General
Compact Contact Center (CCC) modules provide the user with the necessary tools to
facilitate the management of call traffic. They are designed to provide a tightly
integrated real time and historic reporting package and wallboard support for the
eBusiness digital communications platform. The product consists of a set of fully
integrated modules sharing a common database utilizing Interactive Directory and
Database (IDD) technology.
The suite of modules consists of the following applications:
•
Call Center View (CCV)
:
Provides a management package for telephone based staff and supports any size
Customer Facing Department (CFD) or contact center. To effectively control
customer service levels, real time human resource management is essential and
the Call Center View has been specially designed to manage the CFD’s or contact
center’s most valuable and expensive asset – it's people.
•
Call Center View Alarm Reporter
:
Provides information (for each Contact Center Profile) about alarms that have
occurred within the Compact Contact Center. The detailed alarm information for
each directory number is presented in report format, which can then be printed.
•
Wallboard Manager
:
Real time information from the call center is essential to react to constantly
changing telephone traffic levels and provide excellent customer service.
Wallboards allow managers and staff to monitor the service being provided and
respond immediately. Wallboards provide current information on the number of
calls waiting, response times and service levels. Wallboard Manager provides the
ability to drive Ferrograph and Spectrum physical wallboards and PC wallboards.
•
PC Wallboard:
The PC Wallboard delivers traditional wall mounted wallboard functionality to the
desktop but with the additional benefit of each PC Wallboard agent being able to
configure and monitor a personalized view of the contact center. The PC
Wallboard also enables agents to increase their productivity and maintain revenue
levels with the added benefit of managing customer callback requests.
•
Report Manager
:
Provides in depth historical reporting on CFD or contact center activity. In addition
to call information, the Report Manager also reports agent activity. This powerful
package allows individual call records to be stored and reported upon months
later.
Compact Contact Center Installation Manual
General - Page 5
40DHB0002USBG Issue 4a (05/29/2003)
Introduction
