InfoCentrix
Mobility gives more meaning to the mobile manager.
InfoCentrix Mobility is an InfoCentrix
PowerSupervisor enabled application that has been derived
from the InfoCentrix 3.0 Multimedia Contact Center suite.
In essence the application has been redefined to show
just the vital information that fits on the pocket PC.
This means you can maintain contact center control even
though you are away from the contact center location.
All the vital information that managers normally need
to view on the InfoCentrix PowerSupervisor desktop application
is viewable on the mobile device. The InfoCentrix Mobility
application can be kept on real-time updates as it refreshes
automatically to deliver real-time contact center information.
Maintain complete oversight of
the entire contact center 24x7 even while on your way,
any where at any time. The General Packet Radio Service
(GPRS) technology that is available on O2 Pocket PC
makes this possible.
Personal Contact Center Assistant
A device that acts like your contact center assistant
with the PowerSupervisor function to alert you if your
contact center needs attention. Depending on your pre-set
parameters, you can have the InfoCentrix Mobility alert
you at your request. During a large amount of abandoned
calls, out of range SLA or during large amounts of calls
waiting, your personal assistant will prompt you to take
action and pay attention to the issue.
Communicate
Contact center communication
tool is built upon the device that gives managers the
option to communicate to the agent without having to make
a call. The mobile manager can simply select the agent's
name on screen to send SMS, Email or Chat messages to
the agent thus not interrupt the agent during a call.
The chat option allows the manager to send a message to
the agent's personal computer thus improving internal
communication.
Manage Anywhere
InfoCentrix Mobility can simply link up to
your contact center remotely to perform various tasks:
remotely prompt the contact center to record agent's
conversation, change agent's category i.e. training
or best performer. Maintain and manage your workforce
and set your agent's work schedule or training schedule
anywhere. The mobile manager can also easily update
existing post-it or sync with the contact center desktop
or update contact center billboard.
View Performance Graph
Key performance graph gives managers a good
visual overview of important contact center activities.
Clear-cut graphical display keeps you informed with
information at a glance, immediately find out how well
your contact center is performing. Set the tolerance
level display on the graph so that you can view when
the graph has reached the point where action needs to
be taken.
Real-time Monitoring
Mobile managers can view vital contact center
statistics in real-time no matter where they are. Each
vital statistics can be viewed for each agent or for
the entire contact center. Monitoring agents in real-time
you may need to know the current status of an agent,
the statistic may display which agents are logged on
to the system, view statistics for each group or media
etc. If the contact center involve various medias it
would be important to know number of incoming calls,
the number of calls in waiting, abandon calls and SLA
in real-time.
Note :
Microsoft, Windows CE and .NET technology are either
registered trademarks
or trademarks of Microsoft Corporation in the United
States and/or other countries.
O2 xda is a registered trademark of O2 Ltd.
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