Specifications

IP Office Customer Call Reporter Agents &
Supervisors
Improving agent performance and reporting on customer interactions can significantly add value to an
organisation. Utilising customer call information enables supervisors to effectively manage agents in order to
maximise revenue opportunities and enhance the customer experience.
What is it?
IP Office Customer Call Reporter (CCR) is an ideal solution for any business that makes and receives a high volume of
customer calls; this may be a formal call centre or informal customer facing work groups. CCR is included with IP Office
Advanced Edition, however agents and additional supervisors must be activated individually. Both agents and supervisors are
provided with a range of tools to help them maximise performance and deliver a superior customer service. Real time and
historic reporting provides the customer intelligence to aid decision making and drive competitiveness.
Key Features:
• Scalable: supports up to 150
agents and 30 supervisors
(1 supervisor is included with IP
Office Advanced Edition).
• Simplified Deployment: CCR
runs on a single server with
agent and supervisor applications
deployed via thin clients. This
helps to lower the total cost of
ownership and simplifies the
deployment of agents.
• Historical Reporting: CCR
provides 6 historical reports
however over 100 reports can be
customised based on individual
business requirements.
• Alarm Notifications: supervisors
can set thresholds based on agent
and customer states. Notifications
are provided to the supervisor
based on threshold settings.
• Real Time Statistics: agents
and supervisors have visibility of
real time statistics via web based
applications. This information can
help agents and supervisors make
decisions to improve customer
service.
• Supervisor PC Wallboard: a
browser based PC wallboard that
can display CCR statistics as well
as scrolling messages and an
agent leaderboard.
Business Benefits:
• Superior Customer Service: providing agents and supervisors
with the tools to manage performance levels and provide a
personal customer service can significantly enhance the customer
experience. Ensuring calls are answered quickly and agents can
seamlessly connect to back-office knowledge workers helps to
reduce agent handle time and improve customer satisfaction.
• Improve Agent Productivity: supervisors can use real time /
historical reporting and alarm thresholds to manage high and low
call volume periods; ensuring a consistent level of customer service.
Agents have visibility of real time information so they can manage
their workload to maximise performance.
• Increase Revenue Opportunities: detailed historic reporting
on customer calling patterns can help drive more effective sales
campaigns and sales activities to increase revenue opportunities.
• Maintain Best Practise: all calls that are routed to an agent can
be tracked, monitored and recorded to ensure customer service
levels are maintained and best practises are adhered.
• Virtual Agents: agents can be ‘virtually’ deployed to improve
recruitment and retention of key workers, increase market reach
and reduce costs. Virtual agents can be managed by supervisors
and still have access to the same information and features as office
based agents.
Applications
40
IP Office - Customer Service