UC Analytics. Monitoring & Reporting

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1 UC Analytics Monitoring & Reporting

2 MONITORING & REPORTING USER ADOPTION CALL COSTS/ BILLING CALL QUALITY REAL-TIME WALLBOARDS (RGS) CAPACITY PLANNING TRAINING/ MONITORING EMPLOYEE PRODUCTIVITY DISPUTE RESOLUTION/ COMPLIANCE

3 EMPOWERING UNIFIED COMMUNICATIONS Our portfolio of reporting, analytic and recording solutions are used by organisations around the world to ensure that their investment in UC is delivering the expected business benefits. Our solutions drive user adoption, ensure call quality, reduce costs, increase productivity and ensure the highest level of service delivery. CHALLENGES WITH UC USER ADOPTION COST CONTROL Driving consumption of the available modes of communication is key to the successful deployment and ongoing use of Unified Communications. Monitoring usage and associated costs enable s tighter control and highlights ROI with Unified Communications through savings in call cost, travel expenses and time. QUALITY TRAINING & MONITORING On-going monitoring of call quality, SIP trunk utilisation and other network elements assists in infrastructure support and planning. Recording and playback of calls allow management and users to ensure that calls are being dealt with correctly and highlight areas for development. EMPLOYEE PRODUCTIVITY DISPUTE RESOLUTION Clear visibility will ensure correct time and resource management. Are call handling times acceptable? Who s calling where and when and are users abusing resources? With the storage of recorded calls comes the simple ability to resolve any customer queries or disputes that may arise. COMPLIANCE VISIBILITY In many cases, it is a legal requirement to record calls where a financial transaction has taken place. A flexible and user driven solution to meet organisational and individuals unique requirements.

4 UC ANALYTICS REPORTING UC Analytics is a monitoring and reporting tool which delivers a 360 degree view of Unified Communications munication usage and associated costs. Trends in the usage of voice, video, IM, conferences, nces, file transfers and application sharing can be tracked to highlight user acceptance, performance metrics and cost savings which enables more effective use of resources. The tool is easy to use, displaying information in a simple to view format suitable for use by any employee within an organisation, removing the need for any time consuming manual processes. REPORTS All reports can be scheduled to run automatically or generated on a one-off basis. Delivery is typically via or saved to disk and can be in a variety of formats such as Excel, PDF or CSV. Standard report templates are available or custom reports can be easily built to show user adoption, employee productivity, call quality, cost and more. It is easy to brand the reports with company s logo and colour scheme DASHBOARD With a near real-time snapshot view of Unified Communication usage the various dashboards show User Adoption, Employee Productivity, Call Quality and Cost information. Enjoy the flexibility of a user experience the way you want it, customise the position of dashboards and what information is displayed. Filters can be applied to ensure that only relevant information is displayed. Click through reporting produces detailed reports directly from the dashboard user interface. Automated reports Report in Word, Excel, PDF, CSV User Oriented Report Designer Chart options: bar, pie, line, stacked bar

5 UC ANALYTICS + Designed specifically for Skype4Business and Lync Response Groups, UC Analytics + delivers live calls wall boards and supporting reports to proactively monitor and view Response Groups activity. It is a cost effective alternative to full contact centre software delivering clear visibility of agent performance driving productivity gains and enabling smart management of resources. WALL BOARDS Each wall board is created in a separate browser page therefore it is possible for each user to configure the display layout to their individual needs. There are 5 wall boards available with UC Analytics +: Response Groups Summary Inbound Response Active Calls Calls Waiting in Queues Presence Statistics

6 UC RECORDER Designed specifically for Microsoft Unified Communications, UC Recorder is a client side recorder which allows the recording of Skype for Business, Office 365 and Cloud PBX or any hybrid architecture. It has a simple to use interface and is typically used for dispute resolution and training purposes. This cost effective solution can be deployed on-premises or from our cloud with database integration with UC Analytics where relevant. The dashboard graphically displays the volumes of recorded calls and the simple searching allows quick retrieval and identification of calls. P2P and Conference Calls supported Centralized storage of calls Fully web-based solution Supports Unlimited Clients

7 Data Driven. People Focused. For further information, please contact our team at: