Performance alerts notify designated personnel when events occur based on pre-established business rules. Clients establish the event rules and who receives the alert.
Intelemedia provides a broad offering of historical reporting for both customer service and customer acquisition applications. Clients opt for standard online reports or use our self-service tool to select the data fields you wish to view and create your own reports.
Online command center
Take charge of your multi-call center environment. The Intelemedia command center allows you direct online access to standard reporting, creation of custom reports, detailed voice marketing analytics, current call activity view, creation of route plans development, and instant implementation of route plans. We offer you tools to manage your existing call centers, our call centers, or a combination of call centers. Be fully aware and completely in charge of your call center environment.
The online command center presents real-time data as we track each campaign's progress converting prospects to customers and customer to loyal patrons. You can watch call activity as it is occurring: the current position of each call, where calls are arriving from, who is caring for your customers and prospects, handle time, results, and much more. As a client you have a direct view into the call activity across your entire teleservices environment...all in one centralized tool.
- We provide unfiltered recordings
- We provide a robust search engine to efficiently access recordings to identify where agent training may be required and determine best practices in call handling techniques.
You can search by:
- date and time
- call ID
- media source
- individual call center
- individual agent