Version 1.2 of the Agent Console brings together all the controls needed by an the agent to manage their calls. It now includes an integrated softphone, so there is no need to switch between so many application windows.
The Agent Console allows the agent to manage their current status and view those of their colleagues in real time. A call history gives access to answered calls and recordings when something important was missed. The new optional 'disposition code' (also known as 'wrap-up code') module allows agents to label each call received. Managers can run reports on call outcomes.
The Manager Console adds an overview of the Call Centre or managed group as a whole, including live access to call lists and agent statuses. There is a comprehensive range of reports and live graphs showing how the call centre is performing, together with key performance totals for the day. The Manager Console together with the Wallboard gives a window on the PhonePresence call centre.
On the road map for 2014, the emphasis remains on the User Interface to manage productivity and improve communication. New tools will be available to ensure the optimal number of staff are available to handle calls and meet Service Level Agreements.
Graphical Displays allow a manager to drill down into agent time utilisation, making PhonePresence Call Centre the basis of a complete Workforce Management system. PhonePresence will still be offered as a complete hosted Cloud Solution, but there will be an integration with Cisco CUCM for customers not ready to take the plunge to a completely hosted solution.
A new version of X-on's Mass Notification Alert product will be released with fixed and mobile interfaces to manage incidents on the move. We have been providing hosted Alert systems for routine and emergency notification for over 10 years, and with feedback from our clients will be improving the product with a renewed interface and third party API. Important in this will be usability from mobile devices to provide a control hub on the move.
X-on's Business Continuity products sit well alongside the Mobile Call Centre, which is a complete hosted Call Centre system operating completely over the 3G or 4G spectrum, allowing deployment within hours to cope with short term emergencies.
In the corporate environment, we will be launching the 'Operator Console' which allows one or more operators to manage calls for the entire organisation, as a traditional operator does, but with the advantage that the organisation can be distributed throughout the globe and the 'operator' can be at any fixed location where there is access to the Internet.
Call Sales on 0333 332 0000 for advice on how PhonePresence Services can improve your Business Communications.