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Novacom's proven approach to managing Call Center staff and promoting customer service.
Your call handler in a multiple staff department is called an agent. The agent is dedicated to handling calls for your customers or prospective customers. You must manage these staffers activities for greater control of calls and staff productivity. Now there is affordable Call Center function in the Novacom Avaya IP Office.
Until now, the Novacom Call Center feature was a very costly option. Today, with Novacom's new small to mid-sized market Call Center technology you can afford an Call Center feature that:
Tracks a call to the Call Center form the initial ring to the final hang up;
Record all activity (legal in NJ with one party's consent);
Prints or display on screen forty reports; and
Coach staff real time.
With each installation detailed data is being collected and stored in a way that is easy to retrieve and view. There are over 40 different reports so you can truly understand what’s happening on the phones. These reports can show you detailed information about each call. You can also run summary reports showing you quickly the information you need, or perhaps you wish to report overtime using one of our many time interval reports. Using flexible filters, reports can be customized formats that best fits your needs quickly and real time. Report filters include:
•Agent / Extension Reports;
•Calls missed and abandoned;
.Agent / Extension Reports;
•External Number/Caller ID Reports;
•Time Intervals form answer, on hold, answer;
•Line activity and need to add/delete lines.
The cost to support the Call Center feature starts at $90.00 per month