Optimus - Call Center Performance for Cisco Systems® ICM/IPCC and VoIP
Call center performance management and planning is optimized with timely access to relevant information - both high level analytical information that directly influences your decisions as well as detailed information that clearly shows how your results were attained. IPC Global (IPC) has developed an advanced QlikView Dashboard, Reporting and Analysis solution which empowers Cisco Systems®, Inc. ICM/IPCC and VoIP clients to achieve world class performance.
OPTIMUS - CCP for Cisco Systems® ICM/IPCC and VoIP self-service reporting empowers management of call centers to answer productivity questions with an easy to use UI. From virtually any device, select any department, time frame, call type, or team lead to instantaneously see your results. Establish your service levels to gauge today's performance and at the same time use what-if analysis to evaluate plans and stretch each of your teams. Rapid-fire queries on the fly and drill-down capabilities allow for Cisco Systems® ICM/IPCC and VoIP exploration with ease and depth like never before. With OPTIMUS - CCP for Cisco Systems® ICM/IPCC and VoIP, the organization is able to share findings via social sites with colleagues. Powerful search and self -service capabilities exist to answer questions that arise out of a new business need.
We have engineered the solution from the Cisco Systems® ICM/IPCC and VoIP database to dashboard, providing you access to call details in an organized and intuitive QlikView application. Our solution installs directly onto your Windows servers, leveraging your existing security for Single Sign-on and intranet. Users access their information through a browser while the QlikView server renders HTML5 pages of instant information with each selection.
The information analyzed benefits all areas of your Call Centers, as well as other supporting areas in operations, finance, marketing and sales. OPTIMUS - CCP for Cisco Systems® ICM/IPCC and VoIP by IPC Global can assist you in wise decision making along with optimizing your Call Center Performance with the following:
- Dashboard: Provides an overview of the very latest information pertaining to your overall performance. This information includes volumes, call handling, service level attainment, and staffing.
- Agent Analysis: Assess the team's effectiveness by Agent, Team, and Skill Group over time. Look and see when, where and how your agents have or have not achieved the set goals.
- Call Reporting: Actual call details are organized and evaluated to understand and respond to market demands. While planning and adapting is both an art and a science - accurate complete and timely information is fundamental to your business success.
Partner Website: http://www.ipc-global.com
Support URL: http://apps.ipc-global.com
Support Email: firstname.lastname@example.org
Support Phone: (305) 282-9914
About IPC Global (IPC)
IPC Global (IPC) is a QlikView Partner and an Elite Solution Provider. We differentiate ourselves because of our Enterprise Intelligence approach. We provide Systems Integration, Solution Sales and ROI, Solution Architecture, Project Management, Custom Development, Publishing, Training, Governance and Support Services.
What does Enterprise Intelligence encompass for IPC? Visual Analytics, Business Discovery, Business Intelligence, Comparative Analysis, Benchmarking Performance Management, Mobile BI, Collaboration, and Self Services.
What Business Solutions does IPC use? QlikView, Data Marts, Data Warehousing, ETL, Meta Data Management, .NET/Java® Automations, Enterprise Framework, Private Hosted Cloud Services, and Implementation Methodology.
What Industry experience does IPC have? Consumer Products, Retail & Distribution, Healthcare & Life Sciences, Manufacturing, Banking & Financial Services, Infrastructure Services, Public Sector and Education.
Why choose IPC: Great performance is an aspiration of our customers. Accurate, complete and timely information at all levels of the organization is fundamental. The experience and leadership of IPC Global is an effective means to achieving world class performance. Visit us at www.ipc-global.com.
- Powerful Review by Scott
OverallGreat app! Well thought out design that provides summary to detail level call center data. Great use of visualizations mixed with tables to present the data in a simple, intuitive manner for users to easily consume. (Posted on 5/13/13)
- Highly recommended!! Review by Gautam
OverallHaving worked in collection agency as process excellence and analytics resource, I can certainly see this app as a great value-add. Neat layout, precise KPIs, and out-of-the-box installation makes it very easy to implement thereby saving development time and money. Highly recommended!! (Posted on 5/8/13)
- PHENOMINAL Review by Ashleigh
OverallThis application is wonderful and I've only heard good reviews from everyone who has used it!
The team that created it must have been very talented!!! (Posted on 1/28/13)
- This Empowered a Call Center LIKE NEVER BEFORE Review by Mike
OverallMan, I know people that were dreaming about having this solution for years. This is a powerful analytical tool because of what it lets you do: see call volumes by department and time from year down to the hour, assess agent occupied rates to plan staffing, measure performance and service levels, get your ASA and abandonment rates across any combination of selections you want. P-O-W-E-R-F-U-L stuff. WOW.
(Note: Reviewer has an affiliation with IPC Global) (Posted on 1/24/13)
- Very well thought out Review by Jesus
OverallIt's clear that the developer put a lot of effort into making this understandable at a glance.
(Note: Reviewer has an affiliation with IPC Global) (Posted on 11/2/12)
- Beautiful! Review by Wendy
OverallThis is not only functional and informative...it is beautiful. Very pleasing to the eye.
(Note that the reviewer has an affiliation with IPC Global) (Posted on 10/2/12)
- A-MA-ZING! Review by Hugo
OverallEverything we need in a Call Center application.
(Note that the reviewer has an affiliation with IPC Global) (Posted on 9/28/12)