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QueueMetrics

Name: QueueMetrics
Rating: 4.5 (2 reviews)

By Loway

1046 Interested

Highlights : About QueueMetrics

Blended Call Center

Call Logging

Call Recording

Campaign Management

Escalation Management

Inbound Call Center

Manual Dialer

About QueueMetrics

QueueMetrics is a highly scalable monitoring and reporting suite that addresses the needs of thousands of contact centers worldwide and offers a broad range of integrated benefits like agent productivity monitoring, target measurement, conversion rates tracking, realtime campaign statistics analysis, agent page, wallboards and an easy to use interface.

Specifications

Business Size

Startup

Deployments

Premise

Language Support

English

Platforms

Product Details

Features

Manual Dialer

Outbound Call Center

Real-time Chat

Reporting/Analytics

Configurable Wallboard

Support up to 100 agents, unlimited queues and campaigns.

Compatibility with any Asterisk version and configuration.

Compatibility with Elastix and FreePBX.

Localization in multiple languages (21 at the moment).

Agent Panel

Single and multiple reporting for queues/campaigns.

Weekly activity breakdown in days or hours.

Business targets measurement against SLAs.

Staff performance analysis on Automatic Call Distribution / non-ACD activities.

Customizable Question and Answer forms for live call grading.

Complete performance reports by agent and by queue.

Exportable reporting data to MS Excel, CVS, XML, PDF.

Detailed real-time activity reporting with definable alarms.

Multiple Customizable Real-time Wallboard mode.

Agent screens via VNC screen-sharing server.

Restricted Visitor mode for external inspection.

Add/remove agents function directly from Administrator screen.

Create automation using Json API

Benefits

Uses a pay-as-you-go pricing approach

QueueMetrics-Live uses a pay-as-you-go pricing approach and doesn’t require you to invest upfront for the deployment. You have total control over your subscription and decide what plan you need based on your business requirements. This significantly cuts down your IT spending as opposed to going for an on-premise platform. Low costs, bigger and better ROI.

Cloud-based platform

Queue Metrics-Live is a cloud-based platform, which means you never have to build and maintain a complete IT infrastructure, invest in hardware, software, equipment, and physical space to get everything running.

Easily scale up or down depending on your call center needs

QueueMetrics-Live brings to the table is that you can easily scale up or down depending on your call center needs. With on-premise contact center platforms, you have to invest in additional software and hardware components so that your call center remain capable to handle sudden spikes in call volume. And if the volume of calls drops, it results in huge wastage of your company’s resources.

Maintains the required IT infrastructure

Loway runs, manages, and maintains the required IT infrastructure to run the QueueMetrics-Live solution. You will never have to worry about any maintenance tasks as everything is taken care of, from updates to scheduled backups to managing and deploying resources, and more

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