Real-Time Reporting Engine for Contact Centers Debuts
September 09, 2015
By TMCnet Staff
On September 8, Natterbox announced a new, powerful -- as well as flexible -- real-time reporting engine called Natterbox Wallboards. The goal of the product is to provide performance management information for phone-based sales and customer service teams in a visual presentation.
“Our customers asked us to provide Wallboards to help drive their call center and sales team efficiency and increase their competitiveness,” said Neil Hammerton, CEO of Natterbox. “A typical Natterbox Cloud PBX (News - Alert) user has both an inbound and outbound phone operation covering sales and customer service, often across teams in multiple offices and countries. We are able to synthesize this complex data into easily read, interpreted and actioned information in a single Wallboard. Customer feedback has been incredibly positive.”
Information concerning customer data is integrated directly from the customer record in Salesforce.com (News - Alert), a cloud computing company headquartered in San Francisco. This manages the information from a variety of sources into one central location.
In most cases, contact center information can span various departments and staff members. While there is a great deal of information available, if it is not accessible when needed, it is pretty much useless. The idea behind Wallboards is the ability to deliver the right information at any time to virtually any device.
Wallboard works with both iOS and Android (News - Alert) devices. Managers can create a custom Wallboard on a desktop or mobile device. A user can log into the primary screen in Wallboard which will display a Manage Boards option. This page displays the administrative tools which enable a manager to create a new board, edit or view an existing board, delete an existing board and display a board.
When you consider the fact that at least 60 percent of customer communications still take place through a phone call, you can see the importance of having a system that can bring together all of the information necessary for call centers to be able to function efficiently. Natterbox Wallboards, which is currently available, provides this option.