live support chat help

N-Focus Leads to Success Working with Avaya Call Center Solutions NetLert Communications, Inc. recently assisted Canada's leading business and financial services provider to agriculture with a software solution that saved its Avaya call center hardware from being replaced with a competitor's solution. Farm Credit Canada (FCC) operates a main call center in Regina, Saskatchewan, and a new, second facility in Moncton, New Brunswick. FCC previously used Avaya's BCMS Vu for call center reporting but the addition of the Moncton facility prompted FCC to source an enhanced reporting solution capable of supporting two locations with one user interface. FCC formed an internal team to find a call center reporting solution that would meet their new needs. The challenge for the team was to source a cost-effective, user-friendly application with enhanced call center reporting for their growing environment.

Reports Made Easy Growth necessitated the switch to a new reporting solution and with the additional complexity of the second call center, it was important for FCC to streamline call center management. Automating procedures such as report generation and distribution would relieve FCC's limited call center resources. Previously, two managers manually formatted BCMS Vu data into Excel spreadsheets for call center reports. FCC needed a solution that would remove these mundane tasks from call center operations.

Ensuring enterprise-wide availability of call center statistics for managers, regardless of agent location, was imperative to the success of FCC's dual-site call center operations. Previously, FCC's managers could not make timely and sound call center decisions because they lacked sufficient access to vital call center statistics. Call center managers also required the capability to send scheduled reports via email to FCC's management team. FCC also needed a solution that could provide managers with insight into call center operations through a variety of real-time and historical reports. The team hoped that these report views would help managers accurately and proactively manage their call center environment. Ultimately, they wished to operate a more efficient and powerful call center to effectively serve their customers. An online search for Avaya-compatible solutions quickly led the team to NetLert's N-Focus solution. To determine whether N-Focus was appropriate for FCC's call centers, the team and their business partner participated in NetLert's comprehensive N-Focus web demonstration which presented N-Focus' complete web-based functionality, including real-time and historical report views and powerful automatic report generation and distribution features. The team and their business partner concluded that N-Focus was well suited for FCC based on three factors: it provided enhanced reporting functionality, it was cost-effective, and it allowed FCC to complete the project on time by using their existing Avaya phone system hardware. N-Focus' reporting functionality provided FCC with the ability to proactively manage their call center, easily view formatted call center reports from any location with Internet access, and distribute this information to an unlimited number of supervisors and managers via web, email or Excel spreadsheet. Because critical call center information is now available enterprise-wide, FCC can operate a more productive and efficient call center through strategic staffing, monitoring, and managing decisions.

Upgrade, Don't Replace N-Focus also allows managers to view real-time statistics and proactively respond in real-time to call volume fluctuations, meaning that additional agents can be staffed or relieved during these periods. This ability may enable FCC to realize cost savings through optimal call center staffing. N-Focus helped FCC overcome their implementation time constraint. Brad Jermyn, Manager of IT infrastructure at FCC, stated, c Beyond a simple initial setup, N-Focus maintained Avaya hardware in FCC's call centers, resulting in a PBX upgrade rather than a phone system replacement.

About NetLert Communications, Inc. Based in the mountains of Western North Carolina, NetLert Communications produces a variety of communications and reporting tools for the contact center industry. The company initially offered its enterprise level instant messaging solution, NetLert IM, but has continued to evolve, focusing on developing and refining new software products. Today, NetLert Communications is uniquely positioned in the market place, providing innovative products based on leading-edge technology to contact centers of all sizes. For more information, please visit http://www.netlert.com.

About FCC FCC is Canada's largest provider of business and financial services to farms and agribusiness. Operating out of 100 offices located primarily in rural Canada, FCC employees are passionate about the business of agriculture. A healthy portfolio of more than $13 billion and 14 consecutive years of portfolio growth are a reflection of their customers' success. For more information, please visit http://www.fcc-fac.ca.