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Integrated with our Eclipse UC platform, the solution provides a robust range of Automatic Call Distribution (“ACD”) features as well as comprehensive statistics and reporting tools that are required for call center supervisors and agents to efficiently manage and monitor incoming calls.
The ACD Wallboard leverages the metrics provided by Enreach UP to display live information on ACD Queues and Calls, especially:
My Call Analytics, enhances call analytics by providing detailed insights. The platform displays historical data for incoming and outgoing calls, including metrics like waiting time, abandoned calls, answered calls, and call duration at the enterprise level, across departments, and individual users. This enables businesses to gain valuable insights into potential workload issues or skill gaps among employees, empowering them to take proactive steps to enhance customer satisfaction. Additionally, the portal is customisable, allowing users to tailor the dashboard according to their specific monitoring needs.
CallCabinet intergrate with the Eclipse UC platform to offer call recording and compliance solutions to help businesses meet regulatory requirements, protect sensitive information, improve customer interactions, and leverage data for better decision-making.
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