Users

Teleopti Pro supports many different users and their varying data needs.  All information, including automated and customised reports, is available through a web portal.

Employees monitor own usage

Through the web portal, users can easily access their own telephony usage information to determine which equipment they are utilising and what charges they have incurred.  Calls are categorised by weekday, holiday, evening and weekend, and with this information in hand, usage patterns can be identified, which can lead to more responsible usage behavior.

Accurate indications for increased resources

Teleopti Pro provides a basis for decision making that covers the possible pros and cons of strengthening the telephony system and employing more agents. The product shows trends in both traffic and quality and gives managers the justification they need (or do not need) to modify staffing levels.

Facts about response levels

Teleopti Pro takes the guess work out of what actually occurs from one customer call to the next.  If a customer claims that it has taken a long time to get an answer, then Teleopti Pro can tell management what really happened.

The system automatically retrieves statistics and other information from the directory without manual administration. Each day, there is a direct, online overview of the number of calls as well as waiting and handling times for call numbers and switchboards.