There are several Call Management Systems in the market and one of them is Avaya CMS. Sykes acquired this system to well organize the information needed in terms of the handling of calls from their customers.
Avaya CMS captures a cloud of calls on queue and automatically keeps a record of calls in terms of times such as service rate, utilization rates, number of customers in the cloud per hour/minute, number of customers on call, number of agents on service, waiting time, hold time, handling time and total service time. This allows employees to organize these information they need for their daily, weekly and monthly reports to be sent to their superiors and partners that they deal with.
These information gathered by avaya are automatically generated in an excel file for report generation. The information on these reports are easier to understand is perfectly suitable for timely decision making for managers.
The Avaya system is linked into each Avaya phone that each customer service agent is using. That is where it determines the information needed for recording. It can also track the agents on queue, including their service hours, breaks, hold time and idle time which enables the management to keep track of their agents’ efficiency and can be used to track attendance, too.
Obviously, it does make the lives of Sykes’ employees easier in terms of report generation. They have come to appreciate it for years and as the system itself is being improved from time to time, they are able to do efficient work and save up time which allows them to have a more flexible utilization so they can attend to other matters aside from report generation.
Avaya Call Management System
