Contact Center Monitoring

End-to-end monitoring for infrastructure and call quality of agents in contact centres

Quality of telephone conversations and performance of collaborative tools

Analyze the quality of communications before they become a problem for your customers. The contact center is the main point of entry for the company's customers and poor communication quality can degrade its image, which is why a detailed analysis of performance is essential for the company’s business.


Quality of telephone conversations and performance of collaborative tools

Cost reduction and decision-making assistance

Measured performance and service level statistics can be accessed by either web dashboards or customizable PDF reports. The various reports allow you to fine-tune your capabilities to maintain the unified communications infrastructure in optimum condition and eliminate the extra costs of hardware and technicians.


Cost reduction and decision-making assistance

Business Operational Management through IT performance

Visibility of the available agent licenses for your Contact Center allows you to confidently start a campaign. Dashboards present all the information needed for planning.


Business Operational Management through IT performance
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Contact Center infrastructure Analysis with ServicePilot

Genesys

Contact center monitoring. Flows, call reasons, routing point statistics

Cisco

Cisco UCCE Contact Center, Router, Peripheral Gateways, Logger, CTI, Cube…

Traffic

Quality analysis (MOS, jitter, latency…) for each user and per zone

Inventory

Resources, phones, firmware and license inventory

Free installation in a few clicks