Get the Most out of Avaya CMS: Top 5 Ways to Improve your CMS Call Center Reporting
Below is video replay of the presentation and demo, and a separate replay of the Q&A session – we spent about 30 minutes answering your terrific questions about N-Focus Plus. You can also download a copy of the slide deck here.
Here’s the presentation and demo:
Here’s the Q&A session :
Learn more about N-Focus Plus here or view a virtual product tour here.
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.
Founded in 2000, NetLert specializes in performance analysis and reporting solutions for Avaya-based contact centers. Today, NetLert Communications is uniquely positioned in the market place, providing products based on leading-edge technology to Avaya contact centers of all sizes. NetLert is a division of Candescent SoftBase LLC.