ACD Monitoring
Thursday 09 August 2007 at 12:24 pm. Used tags: mitel We spent the weekend shifting our Service Centre - it all went surprisingly well - all our pre-arranged call plans to cut over data & voice circuits actually worked. Our only minor problem was that the fax line was cut over a day early - not that big a deal in the grand scheme of things.Our Service Centre will act as a hub for regional mail, 0800 numbers and general enquiries - as such its pretty important that we get a handle on how the calls are handled. As part of the shift we implemented the MiTel Contact Center Management Business Edition - or the '6100' for short. Its pretty darn awesome - its designed to handle 100's of 1000's of ACD agents and we've only got about 30 but the statistics it provides on call queues, abandoned calls, number of calls, time to answer, agent status etc is pretty darn amazing.
It can be integrated with a CRM solution to pop up caller details too - however I believe this involves a fair degree of customisation calling custom API's. Probably not cheap but if you're running a multi-million $$ call center its worth doing.