You can’t manage what you can’t measure
VanillaIP offers a scaled call centre portfolio catering from small, informal and unmanaged customer facing teams to large multi site business with hundreds of Agents. One thing all these businesses have in common is a need to understand the dynamics of their customer calling patterns, ensure they are providing the best possible service and identify resource or training shortcomings. VanillaIP Call Centre Solutions are a crucial element in making sense of this. Key features;
- Historical and Real-Time Reporting
- Sophisticated Agent, Group and Queue analysis
- Intuitive PC based interface for Agents and Supervisors
- Web based Management
- Remote Worker Agents supported
| Call Centre Supervisor | Unity Agent |
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| Supervisor is a powerful reporting and management engine that gives Supervisors and line managers relevant real time and historical performance information on Agents and Queues, presented in a simple line and bar chart format. | Unity Agent empowers Agents by simplifying call handling, escalating to Supervisors and managing Wrap-Up, Not Ready and Available states. In addition, Unity Agent allows Supervisors to Instant Message groups of users and allows Agents to select which groups they are logged into at any one time. |
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