Fort Lauderdale , Florida (July 29, 2013): Metropolis Technologies, Inc., a premier telemanagement solution provider, is pleased to announce that OfficeWatch Telemanagement was chosen by Senco Brands to provide call center forecasting and identify calling trends and teletraffic planning.
Senco Brands, based out of Cincinnati, Ohio manufacture the world’s leading cordless pneumatic tools for the residential and commercial building sectors, and work with distribution outlets in more than 40 countries across the globe.
The manufacturer has multiple small call center environments on site dedicated to handling customer support and sales. They needed a solution that would enable them to trend their call volume for accurate agent scheduling and monitor call productivity on their existing Cisco phone system. After researching several reporting and contact center solutions, they selected OfficeWatch Telemanagement.
OfficeWatch provides detailed call tracking and productivity statistics, as well as alarms for long duration, expensive, or suspicious calls to help call centers streamline their operations. The advanced reporting features help quality assurance teams gain insight into agent activity to determine which representatives are most productive. Automateable features also makes the software easy to administer, as reports can be scheduled for automatic delivery to key personnel via email, print, or saved to file.
“I would recommend OfficeWatch to others,” commented Mike Mohrhaus, IT User Support Analyst for Senco. “We can analyze the calls to determine how to staff the call centers and to determine the call volume. And [the Sales Department] uses it for accountability for the reps.”
Metropolis Technologies, Inc. is a progressive telemanagement solution provider that has designed, developed and produced cutting-edge software applications for all types of businesses since 1993, and has been an active CDN partner since 2004. Metropolis’ products, including OfficeWatch Telemanagement, integrate seamlessly into Cisco UC solutions to provide detailed call tracking, productivity reports, expensive call alerts, trunk analysis tools, and emergency notifications. Headquartered in Fort Lauderdale, Florida, Metropolis provides solutions to businesses throughout North America as well as on a global scale. For more information, please visit http://www.metropolis.com.
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