Press Release Summary:
Suited for contact centers and help desks with 5-100 agents, QSD-2005 v2.1 automatic call distributor (ACD) performance reporting solution lets users access real-time and historical performance management reporting. Features include real-time display of ACD call activity, critical condition alerts, and IP/VPN desktop display for off-site agents. Scalable from 2-8 queues, software also features on-demand historical reports of agent and queue performance.
Original Press Release:
Smart Telecom Launches Market's First ACD Application for Small Centers - QSD-2005 2.1 Combines Ease of Use, Installation and Affordability; Allows Small Contact Centers to Improve Customer Service and Resource Management
Smart Telecom launches market's first ACD application for small centers - QSD-2005 2.1 combines ease of use, installation and affordability; allows small contact centers to improve customer service and resource management
OTTAWA, CANADA, Jan. 24 -- Smart Telecom, a developer of automation tools for contact centers and help desks, today launched the market's first automatic call distributor (ACD) performance reporting solution built specifically for smaller contact centers and help desks of between five and 100 agents.
QSD-2005 2.1, the latest version of Smart Telecom's flagship product, allows these centers to access sophisticated real-time and historical performance management reporting, resulting in improved customer service while allowing for a more effective use of resources.
"QSD-2005 2.1 is exactly what today's cost-conscious smaller centers are looking for," said Robert Koblovsky, CEO, Smart Telecom. "So far, automation tools have been built for bigger centers, and the smaller centers have been under-served. Expensive upgrades, and difficult and costly installations have kept these centers from achieving the optimum level in customer service and resource management. QSD-2005 2.1 gives centers with as few as five agents the ability to fulfill these objectives."
Most market research suggests that small contact centers and help desks of fewer than 20 agents are the fastest growing segment of the contact center industry. The Incoming Calls Management Institute says smaller centers are, in many fundamental ways, more challenging to manage than their larger counterparts. Often, call loads are proportionally more volatile than in larger centers while managers of smaller centers usually must rely on less sophisticated tools and technologies than those available in larger environments.
Affordable and powerful performance reporting is the key to enhancing the service quality and competitive edge of smaller contact centers. They need to increase call volumes, deliver enhanced services and compete effectively. They are demanding a product that gives them the critical functionality of performance management reporting at an affordable price.
Smart Telecom first started meeting the needs of smaller centers in 1999 with its QSD 2000 that displayed real-time ACD data and critical threshold alerts either to wallboards or to IP-based wallboard emulation screens on PC consoles. This latest version adds historical reporting and IP/VPN remote agent desktop real-time display for off-site agents. QSD-2005 2.1 is currently enabled for Nortel Centrex DMS 100 and Nortel Meridian 1 with versions for Nortel Business Communication Manager (BCM) and Nortel Symposium currently in trials with customers.
QSD-2005 2.1 features
- Real time display of ACD call activity on optional wallboards or on agent desktops
- Real-time critical condition alerts, including voicemail alert, configured by supervisor
- IP/VPN desktop real-time display for off-site agents
- On-demand historical reports of agent and queue performance and critical alerts
QSD-2005 2.1 is user-installable and does not require dedicated servers for the currently available platforms. There is no down time for the contact center and no expensive hardware installations are required. It is scalable from two to eight queues and from five to over 100 seats.
About Smart Telecom
Founded in 1989, Smart Telecom specializes in powerful and affordable automation tools for small and medium-sized contact centers and help desks. Its flagship product, QSD-2005 2.1, is a performance reporting solution that offers smaller centers access to sophisticated real-time and historical performance management reporting. Headquartered in Ottawa, Canada, the company has a sales office in the U.S. SmartTelecom.ca .
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