Compact Business Centre

Compact Business Centre provides simple real-time and historical analysis for organisations who do business over the phone. Providing real-time graphs on up to three departments or hunt groups, and the entire system, managers can quickly what improvements might be made to improve their customer service.

Positioning

Aimed at small customer-facing departments, the CBC allows managers to quickly and easily identify any bottlenecks within the telephone system. The product is aimed at any business that deals with customers over the phone - from credit control through to lead generation

Features/Benefits

In order to define the real time graphs the user may select 3 variables of their choice. The statistics that can be displayed include:

·  Calls waiting

·  Trunk Utilisation

·  Active Calls

·  Calls per queue

·  Caller satisfaction level (patience)

·  Statistics can be further split into two categories i.e.
   incoming and outgoing calls. These figures can be displayed
   permanently both in a numerical format and as a percentage
   of the total calls (either inbound or outbound)

The last 31 days of call activity is archived, allowing historical analysis of call volumes and key performance indicators, as well as allowing managers to compare performance today with previous days. Data is stored in a CSV format enabling the export of the data into a reporting application that supports the CSV format e.g. Microsoft Excel. This means that customers can use any reporting package they wish to, and are not constrained in the analysis of their data.

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