Fort Lauderdale, Florida (Jan 31, 2018): One of the world's largest global farmers of seafood found themselves in a predicament. Over the course of thirty years, their organization had slowly evolved from a small family-owned fishing business to transform into a global enterprise. Experiencing exponential growth through international acquisitions meant increased communication needs in their headquarter location where their customer service team fields calls for multiple product brands.
Having already invested in a Cisco Unified Communications Manager platform that included sophisticated call routing and native queueing features, the management team opted against an expensive contact center solution such as UCCX. Instead, they focused on finding a solution that would allow them to easily manage their hunt pilots and visually track the activity of their customer service agents in real-time. Their search led them to Qlive.
Qlive is a live queue and agent activity monitoring solution that integrates with, or without, a contact center to enable businesses to track key performance indicators, manage agent activity, and gain live, cradle-to-grave call information for their call center team.
Upon installation, Qlive was able to generate live wallboards to monitor the hunt pilots for each of the company's different brands and identify the available agents assigned to handle calls through those lines. Qlive also enabled the management team to monitor the activity of those agents, oversee their availability, determine how long they were in wrap-up/Aux statuses, as well as aggregate any other performance data with a combination of live call streams and agent reports.
With QLIVE collecting and passing up-to-the-second communication data through to the dashboards of their supervisors, the organization can stay abreast of developing problems such as lack of agent availability or increased abandoned call rates, before the problem escalates. Managers are also able to create custom Key Performance Indicator alarms to notify staff if abandonment rates exceed allowable thresholds or if a call queue becomes saturated.
Looking into the future, the company expects to continue their trend of expansion and bring on more complementary brands to their already impressive global presence. Pleased with early results of the purchase, the organization doubled their Qlive licenses to capture additional customer service teams and can continue to scale their solution to support their growth.
To learn how Qlive can help your organization, request a personalized demonstration at http://www.metropolis.com/QLIVE.
Metropolis Corp is a software company headquartered in Fort Lauderdale, Florida that develops telemanagement, call accounting, and call reporting solutions that help customers manage their voice network in the US and across the globe. To learn more about Metropolis, visit http://www.metropolis.com.
2455 E. Sunrise Blvd.
Ft. Lauderdale, FL 33304
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