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The PROGNOSIS IP Telephony Reports in for Contact Centres

  • 05 July, 2005 16:19

<p>Integrated Research (ASX:IRI), developers of PROGNOSIS precise performance management solutions today launched the latest addition to their IP telephony product range designed specifically for contact centres – PROGNOSIS IPCC Management Reporting.</p>
<p>“Standard system traffic reports often don’t provide the information contact centre managers need to manage staff and resources efficiently”, said David Wall, lead consultant with David Wall Enterprises. “However, PROGNOSIS IPCC Management Reporting does provide the needed information, and improves the ability of contact centre decision makers to do their jobs.”</p>
<p>Essentially, PROGNOSIS IPCC Management Reporting displays contact centre volume trends over time, provides Erlang values that show how long callers are likely to wait in queue and provides wallboards that display the load on contact centre resources and components.</p>
<p>Wall explained Erlang values: “Erlang formulas are a very clever set of algorithms that describe how a large population goes about accessing a limited resource. No other product provides Erlang calculations for the IPCC (Internet Protocol Contact Centre) environment. That is what makes PROGNOSIS IPCC Management Reporting business-centric. They provide a vital shift in perspective that makes all the difference in staying ahead of events in the contact centre, rather than trying to manage it reactively.”</p>
<p>Integrated Research also offers custom report creation through their PROGNOSIS Solutions Group. These specialist consultants work on the IPCC either on-site or remotely to produce the exact reports a contact centre may require.</p>
<p>Head of PROGNOSIS Solutions Group, Sandy Johnson explained, “We understand the differing needs of individual contact centres. “This data integration and customisation for contact centres can take the form of reports that display an agent’s performance statistics by skill group, geographic location, or any other performance-based characteristics. It could include the number of calls handled, average time per call, number of aborted calls, agent downtime and revenue per agent”.</p>
<p>These reports can then reveal the path calls take through the contact centre, provide information about the number of calls per campaign, both inbound and outbound, and when callers experience difficulties with voice recognition applications and require routing to contact centre personnel.</p>
<p>Johnson explained, “By monitoring which voice recognition applications the caller visited and where they requested human interaction, a contact centre can ensure skilled personnel are on hand to address calls routed out of the IVR system at this level or, make changes to the IVR system to better address customer needs”.</p>
<p>- Ends -</p>
<p>About Integrated Research
www.ir.com
Since 1988, Integrated Research has been a leading developer of real-time systems and application management solutions for high-availability, distributed computing environments based on the proven PROGNOSIS architecture. The world’s largest bank, telecommunication company, stock exchange, computer hardware manufacture and ISP all rely on Integrated Research solutions – as do customers in more than 50 countries. Integrated Research is a publicly listed company (ASX:IRI) with offices in the USA, Europe and Australia.</p>
<p>Media Contact:</p>
<p>Belinda York , VP Marketing , Integrated Research , +61 2 9921 1565 , belinda.york@ir.com</p>
<p>Maggie Jacka, Kinetics Pty Ltd, +61 2 9976 6611
Maggie@kinetics.com.au</p>

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