3rd Party Remote Call Monitoring Feature

Back in the day, you’d call a call center, ask a question and usually get an answer. Nowadays, every bit of your conversation is parsed, analyzed, saved and used to help the company better focus its marketing and selling efforts. There is real value in everything you say.

The industry has gotten so big that a U.S.-based company that develops industry-leading communications solutions for the commercial, government, defense, and intelligence markets, has announced the availability of a product to complement its Unified Communications (News - Alert) and MultiChannel Call Center solutions.

Teo Technologies has rolled out Teo Analytics to, according to the company, “help organizations achieve high value, data-driven insights that would otherwise be cost prohibitive or impossible to gather." That’s the word from Thomas Beck, VP of sales and marketing at Teo, in announcing the new product.

According to the company, Unified Communications (UC) and Call Center (CC) administrators and supervisors routinely access call detail records (CDRs) to monitor operational performance and plan human resources.

“Commonly, this data is then post processed with other data sets (often manually) to generate meaningful reports. This can be a time consuming and laborious task,” the company says. “Teo Analytics empowers organizations to leverage the full value of their data inventory with complete integration of their calling and web statistics, without any manual processing. The solution is capable of incorporating data from nearly any cloud or in-house source.”

Teo notes that the majority of mid-market to enterprise organizations are relying on rather basic reports from disparate systems to manage their operations.

“Teo Analytics, in tandem with either Teo UC or CC solutions, is a real game-changer in helping organizations unlock the true value of all their data,” they said. “The ability to monitor customized, real time visual representations of their data helps executives and management be better informed, allowing for optimal business decisions.”