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Make Faster, Smarter Business Decisions with Allworx

SIP Trunking Featured Article

October 08, 2014


Make Faster, Smarter Business Decisions with Allworx


By Mini Swamy
TMCnet Contributor

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Having the right information at the right time is the key to intelligent business decisions. To make this happen, Allworx (News - Alert) Corp, a developer of IP-based phone systems, has introduced a couple of data management applications-- Allworx View and Allworx View ACD.


"Customers need information to support intelligent decision making," said Chris Hasenauer, vice president and general manager of Allworx.”

Both the management applications focus on improving supervisor and agent performance in an effort to enhance customer satisfaction.

Allworx View provides continual collection and logging of all call detail records - incoming, outgoing, and internal and also the global connection of call detail records when each interconnected Allworx server is enabled within the application. Allworx View ACD provides additional features beyond historical call detail records by providing information about automatic call distribution, queue status and agent performance.

Allworx ACD can provide full support for monitoring queues and agents from single or multiple locations using the same dashboard, or different dashboards. In an Allworx multisite environment, the sites with View and View ACD can be blended to meet specific needs and budgets.

Both applications deliver information via real-time configurable dashboards and on-demand or scheduled reports. Reports can be generated depending on the information and time period that is selected. Once generated, each report can be saved for personal use, shared with others or exported in a variety of formats.

Real-time threshold alarms can also be defined by the user to identify if targets are being conformed to, and any performance metric that meets the defined threshold is highlighted on the dashboard. 

What both these applications do is to provide an “unprecedented look at an organization's voice communication activity.” It gives an idea of how quickly ACD agents are responding, helps identify calling patterns (say commonly called numbers) and monitor employee performance. It also tells how supervisors and agents recognize and react to high call volume situations.

All this helps to understand resource usage, optimize telecom cost and allocate resources so that it increases efficiency. By identifying peak call times, understanding call flow to adjust queues, routes and agent availability, customer frustration can be eliminated.




Edited by Stefania Viscusi

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