The most important capability of any call center is monitoring, and whether it is through call recording or speech analytics, every business must be equipped with the tools to measure its performance in order to help increase productivity levels. A new monitoring solution that is now being offered in the U.S. and Latin America is QueueMetrics Call Center Monitor thanks to its partnership with TelOnline (News - Alert).
QueueMetrics, a Swiss provider of telephony solutions, offers a scalable solution that is able to support unlimited agents, queues and campaigns and is compatible with Asterisk (News - Alert) versions and configurations like Trixbox, Elastic and FreePBX. The company also offers WombatDialer, another tool that is widely used in the call center industry, which allows agents to make numerous outbound campaigns and telecasting calls at the same time.
QueueMetrics has a few live features, like its administer and supervisor call center status panel and agent page with queue statistics and agent controls that further allow businesses to monitor their daily progress. The more details that a solution is able to obtain, the more ability an organization has to use toward its plan to improve, which is why QueueMetrics is a valuable solutions, as it offers extremely detailed call center activity reports for each individual agent.
“We believe we will provide the best price-performance call center suite in the industry. This new solution has the power to address the needs of call centers worldwide; by creating powerful real time standards and customizable reporting,” said TelOnline’s president,Juan Carlos Castañeda.
Another monitoring solution that also has an international reach like the QueueMetrics just gained is VoltaDelta, a provider of call center solutions. With its DeltaTouch Hosting Center international presence, it is able to reach multinational customers and provide reliable services around the globe. It’s “voice of the customer” solution has similar functions of QueueMetrics monitoring, as it has a graphical user interface that allows administers to search for specific calls or call type and its call recording, which is integrated with CRM solutions like Microsoft (News - Alert) Dynamics.
Thanks to TelOnline, a company that specializes in telephony solutions, QueueMetrics is now available to be purchased by clients in more areas of the world.
Edited by Rachel Ramsey