Call Center Scheduling Feature Article
January 16, 2013
Whaleback Intros CrystalBlue Call View with Call Detail Reporting Features
By Madhubanti Rudra, TMCnet Contributor
Managed unified communications services provider Whaleback Managed Services recently expanded its CrystalBlue Unified Communications (News - Alert) Services, with the addition of a new call detail reporting solution called CrystalBlue Call View.
Businesses of all sizes rely on Whaleback's CrystalBlue Unified Communications Services to monitor their employees’ calling activities. It allows the companies to analyze data and prepare the report, with an aim to identify and address the areas of improvement. With the addition of CrystalBlue Call View, the users can now gain anywhere access to these reports on any mobile device.
This new tool allows the users to store the reports using any filter such as extensions, departments, time of day, area code, call types, or group of users. It is equipped with flexible report builder for the hassle-free generation and saving of custom reports. Additionally, the users are allowed to export the reports to spreadsheets for more flexibility.
The latest enhancement is aimed at providing the CrystalBlue customers with a holistic view of call detail and phone usage. In addition to helping businesses to track the time employees are spending on customer support, the CrystalBlue Call View allows the companies identify system abuse. It helps work out staffing and scheduling plans to boost employee productivity. It also enables the companies to rightly allocate resources, tighten security and adhere to regulatory/compliance requirements.
“Our new CrystalBlue Call View is the most robust call detail reporting solution on the market today. Our customers will find that CrystalBlue Call View provides the visibility, flexibility, and customization as well as out-of-the-box reporting that allows them to immediately affect positive change in company productivity,” Whaleback Managed Services Chief Revenue Officer Chris Daly, noted in a statement.
Ron Folkman, chairman and CEO of Specialty Search International, a recruiting firm specializing in the hospitality industry describes how his firm benefited from CrystalBlue Call View.
“Whaleback's CrystalBlue Call View allows us to monitor and manage our recruiters by seeing who is on their phone, for how long, no matter where they are located. We have recruiters located all over the United States and CrystalBlue Call View allows us to remotely see their call times, and easily run reports on employee call activities, allowing us to manage our recruiters' time more efficiently, ”Folkmnan said.
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Edited by Amanda Ciccatelli
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