Agent performance monitoring

[JLsandiego]

We're a rapidly growing call center with an Avaya Definity switch, G3 si V6, with BCMS commands enable. I'm getting neither the type of information my group managers need nor the ease of use. Plus senior management needs remote monitoring capabilities. BCMS Vu doesn't provide what I'm after, and neither does CMS. I'm looking for some other alternative analytical real-time and historical reporting solution. I'm being told the only choice I've got is to hand over tons of money and upgrade and then purchase CMS. But the budget monger says "No". Anyone with a viable suggestion?

I'd really appreciate it!

JL

[ADnashville]

In my 20+ year of call center management, in both very large and small call centers with Avaya Definity systems, I was under the impression that you had to settle for BCMS Vu or come up with the big bucks for CMS. ThatÂ’s not the case now! I was fortunate to be directed to NetLert and their N-Focus solution. It gives me the real time monitoring needed by my group managers, plus time saving historical reports. AND itÂ’s doesnÂ’t cost and arm and a leg! Check them out at www.netlert.com, and speak with Jeff.

AD

Let me know if this information was helpful

[JLsandiego]

AD

Thanks for the info -- I've made contact and we've begun a trial evaluation; so far looks promising!

JL

[hmuttagi]

The tools from Inova provide you the interface you are looking to extract the raw data from Avaya plus any other data silo at your center and allow you to convert this into actionable information. You could have remote displays and remote data sources as well. For more details contact hmuttagi@inovasolutions.com

[JLsandiego]

I don't see anywhere on inova's web site any mention of support for the Avaya Definity. Is it available?

And the other BIG question is "the cost" -- can you give me a ball park idea?

JL

[JLsandiego]

I just wanted to come back to this thread on last time to post a testimonial to this forum. I posted a question (I was in a real dilemma) a short while ago and receive some information that has turned out to be invaluable! Thank you CallCenterOps for this forum and ADNashville for your recommendation.

We have completed the purchase of the N-Focus solution for our Avaya equipped call center; not only is it providing what we needed, we just had our best month ever and management has attributed it to N-Focus. I can highly recommend this company NetLert and their product N-Focus. But don’t take my word for it—you can find them at www.netlert.com

J

[Jamuvi]

We use the N.I.C.E monitoring systems . It has everything your looking for including the remote monitoring capabilites. it covers every thing form historical query to real time monitoring. It really helps when dealing with difficult clients and misinformed agents.

but like all technology it has it's glitches and errors. I hope I helped.

[JLsandiego]

Jamuvi

Thank you for your input--I'm familiar with NICE. Good company, good product. However, this is not the type monitoring (solution) we were looking for. As you can see from the outset of this thread, we needed reporting for our ACD statistical data, but at the same time, needed real time monitoring of ACD data on our CSRs. Prior to finding out about NetLert, we had been led to believe that our choice of product was limited to Avaya's products. And let me say that Avaya provides quality products--unfortunately they just didn't fit. The N-Focus product is providing exactly what we needed and at the cost (low) that we had a budget for.

J