| Call Center
ManagmentYour ALERT Call Center Manager offers superior on-line
televised video presentation of current ACD data, agent status, automatic error
messages, and custom-tailored messages. Agents are given constant awareness of
critical levels. Besides tactical direction, ALERT collects hourly ACD report
data for seamless transport and strategic historical report generation using
Microsoft Access®. Erlang B and Erlang C modules are included for staffing
and facilities modeling. ALERT offers unparalleled functionality and interface
through use of standard Microsoft Access® database manager. Users operate
in a Windows environment for point-and-click report generation. Because ALERT
operates on standard platform PCs, the system is sensible to maintain.
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| :Tactical: |
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Help Desk Applications |
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MessagingNotify your agents of important
information directly and visually. Recognize employees with their name on a
color-televised announcement. Display reminders about meetings, changes in
policies, birthdays, holidays, performance, congratulations. ALERT is your
corporate video display. Work Ticket DisplayData
feeds from Automation systems to Stock tickers can automaticly feed the message
display system AutomationALERT contains routines
that allow for automatic generation and distribution of message files to your
array of installed televisions. ALERT attaches to third party mainframe
products such as Legent's Automate'(r) Software to automatically generate
network error messages without intervention. |
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Enterprise ViewsChanges in
CallCenter metrics and Messages are communicated Enterpise wide, allowing
mterics to be displayed seemlessly, whereever the display might be
Andriod and iPhoneView your CallCenters Activity anywhere,
anytime IVR IntegrationALERT provides several
unique applications when you script your VRU to use ALERT'S on-line data. With
information at hand about die current condition of your queue, your VRU can
offer to your caller current queue information, based upon real-time data.
Secondly, script your VRU to check an ALERT ACD group- prior to sending a call
into queue for that group, or, check an ALERT ACD group at another location to
decide where to send a call. |
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| :Strategic: |
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Erlang B/CAlert
historical report generation includes Erlang B and Erlang C modules for
staffing and facilities modeling. Included with the Alert base system is this
handy Erlang C Web Application, click now! Historical
DataALERT operates in the background, permitting seamless hourly ACD data
collection and an extraordinary, flexible user interface. Familiarity with, and
availability of training for Access, allow for simplified, flexible custom
reporting. Access allows the data to be manipulated with other data bases, e.g.
databases with facilities costs or employee hours. You can create reports that
automatically allocate administrative costs or double check staff paid hours to
time on the system. Access® easily shares data with Microsoft® programs
such as Excel® for professional reporting. NCTA
ComplianceEvery ALERT system sold to a Cable Television Operator includes
NCTA compliance reporting. ALERT monitors your Longest Call Waiting and
accumulates any time that LCW > 30 seconds. This report summarizes time
(versus volume of calls) spent in compliance as per FCC/NCTA
specifications. |
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| Technical
ResourcesHardware and Software specifications, Tips and other
information Contact
InformationPhone numbers, physical and email addresses
Other Site Resources |
The color
television produces a highly visible display of current ACD status as collected
continuously from ALERT'S link to your PBX. As current call status fluctuates,
numbers change color and/or blink for rapid detection of important call volume
transitions. ALERT is exceptional on-line software that maps and updates TV
variables as quickly as detected. The display is completely configurable to
adapt to your changing call center performance criteria. Group data can be
"channeled" so managers can view different regions on the same, or, separate
channels. Custom Messages can be generated on ALERT'S full screen or on the top
1/3 of your ACD display. Custom messages can include automatic error display
for data processing equipment. For example, Cox Technical Resource has an
optional link to Legent's Automate® software for automatic display of
Netview errors, including approximate time to repair. ALERT can display Voice
Response Unit (VRU/ARU) error messages, allowing your staff to respond quickly
to failures.