3rd Party Remote Call Monitoring Feature

3rd Party Remote -Enacomm, Call Analytics (News - Alert) Roll Out Latest Solution for Customer Call Monitoring, Alerting and Reporting

Enacomm, a provider of voice processing infrastructure and solutions for the call center industry, has partnered with Call Analytics, a provider of software applications that analyze the self-service caller experience, to launch the latest version of Virtual Interactive Analyst (ViA).

The Virtual Interactive Analyst, an IVR reporting application that tracks every call, is used for customer call monitoring, alerting and reporting. The solution is available as an on-premise solution or software-as-a-service (SaaS (News - Alert)).

The new version of ViA comes with nearly 30 enhancements and provides critical tools for interactive voice response (IVR) reporting, monitoring and alerting, making it easier for contact centers to gather IVR business intelligence and manage key IVR performance indicators.

"Enacomm enables 'intelligent interactions' with callers to provide an excellent customer service experience," says Michael Boukadakis, founder and chief executive officer of Enacomm. "ViA is a vital piece of the puzzle, drawing on data analytics to facilitate dynamic decisioning, which means each customer's needs can be anticipated and met with a unique, personalized interaction.”

The improved ViA enables large and small organizations to maximize their investment in IVR technology. It enables real time reporting combined with data analytics helping companies reach higher volume processing rates and delivering improved productivity.

With its ability to increase first call resolution, ViA helps organizations quickly make informed decisions and identify trends to vastly improve customer experience, the company said.

The new 3.1.0 release features support for all popular browsers. Reports that are emailed to one or multiple individuals can be scheduled to automatically run at specific times and dates. It also offers expanded reporting statistics, such as Average Transfer Duration and Authenticated Calls counters with percentages.

"The number one request from our customers has been to have the capability to schedule and email reports," said David Jackson, president of Call Analytics, in a statement. "We've listened, and now ViA lets users e-mail any ad hoc, customized or standard report on the schedule they desire."

Enacomm recently appointed Michael Kirk as vice president of Business Development, Channels and Alliances. Kirk has over 25 years of expertise in Interactive IVR, SaaS, CRM and call center technologies.