Call centers use Automatic Call Distribution (ACD) systems to answer, hold and direct thousands of calls each day to agents. However, traditional call accounting and call management solutions do not capture much of the valuable information from these systems. XpertView is a comprehensive, historical ACD reporting solution, giving businesses the tools to help improve customer service and optimize call routing. Enhanced with call accounting, XpertView is a complete, cradle-to-grave telecom reporting solution.
Businesses need to understand the interactions their customers experience while waiting for agents to answer. Many calls are abandoned before being answered, leading to frustrated customers, which are unknown to agents and managers. With XpertView, businesses can analyze customer interactions and agent activity with the ACD system to measure customer service performance and the overall call center efficiency.
Call Center Editions |
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Call Center 
