iTouch Point Quality Assurance/ Call Recording : SMON and NICE

iTouch Point uses 2 components again for its quality assurance and call recording processes. First one is SMON which is used for screen monitoring, and NICE allows QA to monitor agent calls to ensure they follow the proper customer assistance procedures.

SMON is a set of MIB extensions for RMON that allow the monitoring of switching equipment from a single management workstation in far greater detail than offered by RMON. iTouch Point has a quality assurance team who monitors the agents using this. they can see a screen shot of the agents computer and see what the agent is typing as key words/how they are doing the search etc. while listening into the call.

NICE

iTouch Point undertakes many thousands of interactions (phone calls, emails, and more) every day. These interactions often contain unrecognized insights which are critical.

offers organizations a powerful strategic solution that can improve customer retention and solve many other business issues. The system’s ability to analyze all aspects of interactions means that it can effectively:

• Flag calls from customers “at risk”
• Help in analyzing campaigns effectiveness
• Identify inefficiencies in the contact center operation
• Enable the organization to take proactive measures to improve overall performance

NICE Perform includes a complete set of Web-based tools to extract, process, analyze and effectively visualize information from customer interactions on a large scale. The information gathered through:

• Sophisticated mining rules
• Analysis engines
• Call flow events,
• Agent screen-activity
• Customer surveys

Together, these resources provide the insights which until now have been unavailable from recorded interactions.

iTouch Point Call Management System: Avaya CMS / Queue Statistics

To ensure great service to its callers, iTouch Point uses a 2 part component to track and manage their incoming calls. Avaya Call Management System, and Queue Statistics.

Avaya CMS

Designed for businesses with complex contact-center operations and high call volume, Avaya Call Management System is a database, administration, and reporting application to help businesses identify operational issues and take immediate action to solve them.

Using a familiar Windows interface, managers can view data and receive customized threshold and exception alerts, all in real time. They can also view historical reports to help them analyze trends, establish performance benchmarks, and plan new marketing or customer-service campaigns. These reports can be easily customized to suit the needs of the business. With easy access to real-time and historical data, managers can make faster, better informed decisions, for more effective contact-center operations.

Some key features that Avaya offers are:

• Get immediate feedback
  Real-time monitoring and customizable alerts ensure that managers can spot problems and respond immediately.
• Simplify monitoring and reporting
  A wizard and other tools make it easy to design customized reports. And managers can schedule the running and printing of reports, ensuring that the call center is always being managed using the most up-to-date information.
• Address problem areas immediately
  If real-time reports show conditions that require immediate changes to keep the contact center operating smoothly, integrated administration enables managers to instantaneously drill into admin to make the required changes.

Queue Statistics

This queue statistics will give you complete overview for all incoming calls to your queue and outgoing calls from your asterisk server, as well as better control of the quality of the service that you provide to your clients. You can have table and graphical representation for the total amount of incoming calls, outgoing calls, calltime, ringtime and transfers for chosen period of time and group, divided by agent, date, hour or weekday.