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Avaya Call Center Reporting

Posts Tagged ‘avaya cms’

N-Focus Plus to supercharge your Avaya call center metrics

October 3rd, 2013
All Posts, N-Focus Plus for CMS

You need metric data when it comes to your call centers. You need to know where the calls are coming from, the nature of those calls, and the details. All to diagnose problems and see where you need to focus your time and attention. Analyzing metrics data can help with quality assurance and control. It gives you feedback. And above all, analyzing metrics can help you with your goals and accountability. You can institute rewards programs based on metrics that can boost your call quality and satisfaction. And it gives you quick, at-a-glance information about how your representatives are doing.

And Avaya’s own CMS reporting can be challenging to use. You have to really dig to find to find that data and once you find it, good luck distributing it. Then there’s licensing. Be ready to pay for a license for every supervisor to get the most out of it.

There’s a better way.

N-Focus Plus take all the good things built into Avaya’s CMS reporting and makes them better and easier to use. First, that “per supervisor” license is out. N-Focus Plus lets you designate an administrator and create as many accounts as you need to access the Avaya call center metrics data. And when you get that data, it’ll be much easier to manipulate. N-Focus Plus lets you consolidate metrics from multiple call centers around the world and look at it all at the same time. And yes, it works on any platform that supports Java and it’s accessible anywhere once it’s installed.

Contact us today to find out what else N-Focus and our full line of Avaya products can do for your business.

NACR Virtual Conference Highlights N-Focus Plus

September 23rd, 2013
All Posts, N-Focus Plus for CMS, Partners, Videos, Webinars

NACR’s recent virtual conference, Navigating the Call Center with NACR, highlighted N-Focus Plus for CMS as a valuable solution for enabling all key decision makers powerful and intuitive visibility into call center performance.


You can view the entire broadcast series on NACR’s website here:

Upcoming Webinar: Top 5 Ways to Improve Avaya CMS

September 19th, 2013
All Posts, N-Focus Plus for CMS, Webinars

Get the Most out of Avaya CMS: Top 5 Ways to Improve your CMS Call Center Reporting

October 3rd, 2PM EDT | Register at:

What if all of your call center decision makers, managers, supervisors and agents could quickly generate, display and distribute permission-based real-time and historical call center reports using data from any/all of your Avaya CMS servers via an incredibly easy to use and intuitive web-based interface? Would that improve your call center’s efficiency?

If you’re using Avaya CMS, you understand how powerful it is. There’s no doubt about it – Avaya CMS is the Cadillac of call center reporting solutions. It’s extremely powerful and robust, and provides invaluable data to call center managers. But even the best technologies have some areas for improvement.  If you use Avaya CMS, then you likely experience one or several challenges we’ll address in this webinar, and then we’ll show how to quickly overcome them in a cost effective manner.

Join us October 3rd at 2pm EST to learn the Top 5 Ways to vastly improve your Avaya CMS experience with:

  • 100% Web-Based Reports and Mobile Access – Manage your call center anytime, anywhere
  • Ease of Use – Less data management, more people management
  • Automated Report Distribution – Schedule reports to be distributed to all key decision makers
  • Multiple-CMS Servers – Access your entire organization’s call center data in one place
  • Unlimited Permission Based Access to reports – Give the right people access to the right data at the right time

Get mobile with an iPad Mini giveaway!

This amazing reporting solution will let you view call center reports on PC, mobile and tablet. Mobility in today’s contact center is a must, so we’re giving away an iPad Mini to one lucky attendee! You have to attend the whole presentation to be eligible to win – but we think you’ll like what we have to show you.

Register now to see what you’ve been missing out on!