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One of the key challenges for any organisation or business unit is the increase of productivity and operational efficiency. Real-time analytics can help improve the efficiency in your contact center.
Omni-Intelligence provides the platform enabling managers, supervisors, and agents to see a complete picture for Contact Centers real-time operational data. With passive and active quality monitoring of all aspects of the involved technology including historical data and predictive analytics which is made available at a glance while pro-actively alerting key managers when critical situations arise.
Omni-Intelligence is used globally to assist contact centers to improve the visibility across multiple offices while integrating to third party data sources like CRM platforms, Salesforce or Microsoft Dynamics to visualize the business metrics to improve the contact centers performance.
A key differentiator of Omni Intelligence is its ease of use and being cost effective, it delivers the necessary information to assist supervisors to make informed decisions to manage their contact center. Licenses are based on the number of Wallboard clients or concurrent views used by supervisors and managers which makes it affordable as a subscription-based solution for small, medium and large contact centers.
The Benefits of Real-time Analytics
Agents Real-Time Status
Architecture for Genesys PureCloud and PureConnect
Omni-Intelligence integrates with PureCloud via an OAuth credential.
Omni-Intelligence integrates with PureConnect.
Increase Productivity & Operational Efficiency
Phillip Wong BIO
Phillip Wong is a co-founder of AdvaTel with 26 years experience in the Contact Center and Telecommunications industry. He started his career in the field of electronics developing products to meet the demands in the telecommunications industry. Over the years, he became more involved in production and commercialization. As Director of Global Business Development, Phillip concentrates on business development activity for the global market. He has successfully opened new markets in North America, Hong Kong, India, Japan, Singapore, Korea, Malaysia, Thailand, Philippines and, more recently, the UK and EMEA. Phillip is recognized internationally for his comprehensive knowledge of ACD (Automatic Call Distribution) systems and works closely with the world’s major PBX manufacturers in developing AdvaTel’s global market opportunities.
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