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Logging And Monitoring
Roundup
Contact centers are on the front line of all
customer-facing activities. The skills, abilities and
conduct of your agents are determining factors in
customer acquisition and retention, and directly
impact your company's bottom line. Logging and
monitoring solutions enable businesses to collect
important customer data and manage both the
performance and quality of service provided by contact
centers, identifying trends in volume, agent
performance, team performance and quality of
interactions. A good system integrates with other
data/customer management systems in your business for
attaching caller/customer information, agent skills
data and other critical elements. It should offer
options for recording and playback, sampling,
archiving, the ability to append comments to recorded
files, etc. The information provided by a logging and
monitoring system, in the form of recording, real-time
reports and analyses, allows supervisory personnel to
devote more time to developing better agents and
building improved quality of service. A logging and
monitoring system that integrates with your workforce
management system (for forecasting and scheduling
agents) can also help automate the scheduling process,
based upon rules you establish in the system. Also,
the ability to automatically analyze individual agent
or group trends in performance will enable you to more
quickly identify development needs and implement
effective coaching and training programs. (For a
list of complementary technologies, see our April 2001
Workforce
Management Software Roundup ' ed.)
Today's logging and monitoring technologies are
feature-rich offerings that can provide you with a
competitive edge in qualified and confident agents
delivering superior service levels and satisfying
customers in both voice and data transactions. Whether
you are looking for a technological "quick fix" or an
omnibus, enterprisewide, scalable solution, thoroughly
research products before purchasing and, as we advise
our readers each month in this space, know your
business processes and goals before you begin your
research. Glamorous? Perhaps not. Necessary? You bet!
ASC Telecom, L.P.
Tony Procops
[email protected]
212-557-3200
www.asctelecom.com
Product: INSPIRATIONpro
Bizmetric
Frank DeFilippis
[email protected]
415-920-3924
www.bizmetric.com
Product: Transaction Tracking Service
Communication Advice & Design
Sales Dept.
[email protected]
818-591-3133
www.cad-routemaster.com
Products: IR2, Central Logger
Comvers Infosys
Marketing Dept.
[email protected]
800-967-1028
www.cominfosys.com
Products: Ultra, UltraSelect
ConverTec Inc.
Sales Dept.
[email protected]
877-937-8228
www.convertecinc.com
Product: CALL Link
CosmoCom, Inc.
Sales Dept.
[email protected]
877-270-1035
www.cosmocom.com
Product: CosmoCorder
DataVoice (Pty) Ltd.
Andre Scholtz
[email protected]
+27 21 888 2100
www.datavoice.spescom.com
Product: Orion recorders
Dictaphone Corp., A Lernout & Hauspie Co.
Linda DiLauro
[email protected]
203-381-7116
www.dictaphone.com
Product: Freedom System
Empirix Inc.
Brian Miller
[email protected]
781-993-8500
www.empirix.com
Product: PortWatch, Hammer Quality Monitoring
System
Envision Telephony
Laura Brandsma
[email protected]
206-621-9384
www.click2coach.com
Product: Click2Coach
e-talk Corp.
Sales Dept.
[email protected]
800-835-6357
www.e-talkcorp.com
Product: e-talk Performance System
Eyretel Inc.
Angela Peters
[email protected]
800-895-0803
www.eyretel.com
Products: MediaStore, QualityCall, eWare, Unify,
Replay Studio
Funk Software, Inc.
Janet Lill
[email protected]
617-497-6339
www.funk.com
Product: Proxy Remote Control Gateway
iNOVA Corp.
Matt Schwabel
[email protected]
804-817-8000
www.inovacorp.com
Product: LightLink 2.6
Interactive Intelligence Inc.
Christine Holley
[email protected]
317-872-3000
www.inin.com
Product: Interaction Recorder
Iontas Ltd.
Zal Hassan
[email protected]
+353-77-85993
www.iontas.com
Product: Agent Focus
Magnasync
Scott Blume
[email protected]
323-962-0382
www.magnasync.com
Product: SpecialistNT
MCK Communications
Sales Dept.
[email protected]
617-454-6100
www.mck.com
Product: DTI EDAC
Mercom Systems
Sales Dept.
[email protected]
201-507-8800
www.mercom.com
Products: Audiolog, IntellAgents2000
MRA Technologies
Sales Dept.
[email protected]
972-422-0050
www.mratech.com
Product: DRI-series of analog-to-digital converter
cards
NetReality
Christine Johansen-Hewitt
[email protected]
408-988-8100
www.net-reality.com
Product: WiseWan
NICE Systems, Inc.
Sales Dept.
[email protected]
888-577-6423
www.nice.com
Product: NiceUniverse, NiceVision
Nissi MEDIA Inc.
Garry Engelberg
[email protected]
310-792-2000
www.nissi.com
Product: ContactPrime Furrow
Novo Technologie
Pascal-Alexandre Boivin
[email protected]
418-657-6686
www.novo.ca
Product: NovoLog
Red Box Recorders, Ltd.
David McKenna
[email protected]
+44-773-039-6043
www.redboxrecorders.com
Product: Red Box Recorder 2620
ScriptingPower.com
Rob Kaufman
[email protected]
203-229-0025
www.scriptingpower.com
Product: Monitoring Services
Siebel Systems
Sales Dept.
[email protected]
650-295-5000
www.siebel.com
Product: Siebel eBusiness Applications V.7
Telchemy, Inc.
Joe Zine
[email protected]
770-614-6944
www.telchemy.com
Product: VQmon
Telecorp Products Inc.
Kathleen Norton Schock
[email protected]
248-960-6609
www.telecorpproducts.com
Product: Instant E Play
Teleopti AB
Sales Dept.
[email protected]
+46-8-54-49-05-40
www.teleopti.com
Products: Contact Center Coach, Contact Center
Real-Time
Telstrat International Products
Sales Dept.
[email protected]
972-633-4538
www.telstrat.com
Product: IDVR
Thales Contact Solutions
(formerly Racal Recorders)
Bill Choi
[email protected]
800-553-8279
www.thales-cs.com
Product: Wordnet Digital Recorder with Agent
Assessment Software
TISL
Roisin Tims
[email protected]
+44-1883-343-009
www.tisl.com
Products: Eventra, Centurion 2000
Tobell Communications
Tom Jackson
[email protected]
888-603-4167
www.validate-sales.com
Product: Validate!
TPG Technologies
Chris Repholz
[email protected]
215-369-0700
www.tpginc.com
Products: SEL System and IntellAgents2000
UniPress Software
Sue Glassberg
[email protected]
800-222-0550
www.unipress.com
Product: FootPrints 5.0
Voicelogger.com
J.C. McCaskey
[email protected]
800-311-3025
www.voicelogger.com
Product: DigiVoice
Voice Print International
Gene Silvers
[email protected]
800-200-5430, ext. 5220
www.digitalvoicelogging.com
Product: Voice Print Digital Voice Logger
Voice Stamp
Jeff Ross
[email protected]
866-782-6774
www.voicestamps.com
Product: Automated Third Party Verification
System/Service
Witness Systems, Inc.
Anne Milner
[email protected]
770-754-8656
www.witness.com
Product: eQuality
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