LED “Readerboards” keep Meridian 1 call center agents informed and alerted.
Our unique PBX Interface, Q-View
TM
, makes boards easy to program.
Tri-Color ACD Display
MCK’s Tri-Color ACD Display
broadcasts queue and agent
statistics generated by Nortel
Networks’ Meridian 1 PBX and
communicates important
information via text
messaging. With simple
user programming, MCK's
QView™ interface can broad-
cast chosen statistics to select
displays and alert agents to
service needs and excessive
customer wait times.
Optional ACD Messenger™
software adds PC-based text
messaging and message
management.
Informed agents require less
supervision and respond more
quickly to opportunities and
emergencies.
KEY BENEFITS
• Improved Agent Productivity
Signs broadcast queue statistics and agent
status information from all queues in real
time. Agents can plan their time and
respond to changes.
• Easier Readability
Bright two and four inch LED characters
can be read from more than 50 feet. Two
lines of type on the four inch signs permit
use of column headings to add clarity.
•
At-A-Glance Comprehension
Queue information can be reported by
name (instead of Q1, Q2). Unique QView
interface facilitates creation of text
headings ("Sales," "Service," etc.) for
labeling queues.
• Minimal Hardware Investment
QView, the wall display interface module,
connects directly to a Meridian 1 digital
port. The user connects a digital phone
to QView to program wall displays (stats
and text) and uses the phone’s keys to
respond to prompts. No PC required.
• Increased Sense of Urgency
The supervisor can set thresholds for
any field. Wall displays will change colors,
display text messages when thresholds
are exceeded. On-board relays can acti-
vate audible alarms, flashing lights or
other devices supplied by the user. Agents
respond quickly to queue overloads or
drops in service.
• Smart Expandability
Call center management can daisy chain
multiple displays from a single interface
and program different LED displays to
show specific queues. They can enable
and disable fields to broadcast only the
relevant data to selected groups. Unused
categories can be eliminated.
OVERVIEW
Pricing and technology are not sustainable
advantages. The true battlefront is
customer service. Successful companies
respond to customer needs and solidify
relationships.
Communicating conditions to customer
contact center agents in real time is key.
When call waiting time or other targeted
measures exceed acceptable thresholds,
everyone must know and respond immedi-
ately. Informed agents are more per-
ceptive, self-disciplined and attuned
to company goals.
Companies building or upgrading call
centers based on the Meridian 1 PBX have
a variety of communication options. If the
goal is simply to inform agents with the
most critical queue statistics and concise
text messages, MCK’s dependable Tri-Color
ACD Displays deliver the information agents
need without adding unnecessary bells and
whistles that add more cost than value.
MCK's unique QView
TM
interface simplifies
programming and adds flexibility. In
minutes, a supervisor can assign chosen
statistics to selected displays and set
thresholds to alert agents to critical drops
in service. QView plugs directly into a
Meridian 1 port and emulates a 2616
supervisor's set.
The supervisor plugs a display model
Meridian phone into QView to program
what agents will see (no PC necessary).
The user can order stats for daisy-chained
boards individually or broadcast the same
information to all signs. Automatic color
changes and optional text messages alert
agents when a category's status exceeds
user-determined limits.
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