Avaya IP Office User and Administration CD Set 4.2 700459332 Manual Do Utilizador
Códigos do produto
700459332
Product Description
IP Office 4.2
IP Office 4.2
© 2009 AVAYA All rights reserved.
Page 243
Issue 18.s.- (22 May 2009)
Customer Call Reporter
Overview
Contact Centers are a requirement at nearly every level of business, from very small informal groups of 5 or
10 “customer service reps”, to large formal campaigns that can involve thousands of agents.
10 “customer service reps”, to large formal campaigns that can involve thousands of agents.
However, customers in the small business market are generally very nervous about making such a high profile
investment in a “contact center solution.” They require a “business intelligence solution” that deploys easily,
can be managed with very little training, and can provide statistics on each segment of the business. Small
Businesses also do not have the resources for extra IT staff to administer databases, servers, etc, so they
need a solution that can be easily understood by their own employees. It should operate as a service to each
of the clients.
investment in a “contact center solution.” They require a “business intelligence solution” that deploys easily,
can be managed with very little training, and can provide statistics on each segment of the business. Small
Businesses also do not have the resources for extra IT staff to administer databases, servers, etc, so they
need a solution that can be easily understood by their own employees. It should operate as a service to each
of the clients.
IP Office Customer Call Reporter Concept
IP Office Customer Call Reporter is Avaya’s new server based contact center product designed explicitly for
small businesses. Drawing upon the latest web and design technologies the IP Office Customer Call Reporter
introduces significant new capabilities to effectively and efficiently manage a multi-site call center
environment. The product focus is on ease of use and deployment simplicity to ensure improved ongoing
productivity and lower support costs.
small businesses. Drawing upon the latest web and design technologies the IP Office Customer Call Reporter
introduces significant new capabilities to effectively and efficiently manage a multi-site call center
environment. The product focus is on ease of use and deployment simplicity to ensure improved ongoing
productivity and lower support costs.
In its native web server environment the IP Office Customer Call Reporter can be simply installed onto a single
server without the need for any client software deployment. Administration and management of the call center
is carried out via a thin client through a secure password protected web browser session.
server without the need for any client software deployment. Administration and management of the call center
is carried out via a thin client through a secure password protected web browser session.
IP Office Customer Call Reporter Key Features
· Real time Call Center activity monitor and historical reporting.
· Microsoft server based with thin client (web browser) client connections.
· Simplified installation and maintenance.
· Six reporting templates provide drag and drop and user defined filter functionality.
· Three customizable Supervisor views and summarized Agent views.
· Report Scheduler.
· Multi-lingual capable.
· Supports up to 30 Supervisors and 150 Agents.
· IP Office 4.2+ platform support.
IP Office Customer Call Reporter Business Benefits
· Lower TCO
IP Office Customer Call Reporter provides small businesses with a web based contact center
measurement tool, producing cradle to grave reporting in an easily understandable format with no client
software to load.
measurement tool, producing cradle to grave reporting in an easily understandable format with no client
software to load.
· Standards Based
IP Office Customer Call Reporter uses standards based applications, such as Microsoft SQL 2005
Express, and supports all major web browser software, to provide small business installers with greater
flexibility in deployment.
Express, and supports all major web browser software, to provide small business installers with greater
flexibility in deployment.
· Ease of Use
IP Office Customer Call Reporter’s real-time charts can be customized by the user in the manner that
suits their business best, with historical reporting templates that allow the business to filter on the type
of date they want to see.
suits their business best, with historical reporting templates that allow the business to filter on the type
of date they want to see.