Call Management & Reporting Tools
Improve Call Center Management with Real-time Performance Data
Your contact center is the focal point of your business. When customers call in, your agents are the first point of contact – customers often base their overall impression on this initial meeting. The more you know about these interactions, the easier it is to improve customer satisfaction. Gradient call management and reporting software provides you with the tools you need to make innovative changes, fuel operational efficiency, and boost customer interactions and loyalty.
Our call management and reporting tools deliver:
- Real-time monitoring that keeps you informed on current events occurring inside of the call center.
- Multiple site management from one location.
- Real-time and historical reports via a single interface.
- Historical playback of calls to determine why certain events happened.
- Communication of real-time metrics to the entire team.
- Summaries of agent activity, such as how long the agent spoke to a customer.
- Fully customizable reports, including customer satisfaction surveys.
- The ability to predict problems and identify agents best suited for specific contact requests.
Ultimately, Gradient call management and reporting software tells you how your system is functioning and whether your customers are content.
- Universally Accessible Report Interface
- Real-time Web View of Reports
- Print / PDF / Email / Exporting to Excel
- ACD Reports
- Agent Reports
- Agent Productivity Reports
- Campaign Reports
- Penetration Reports
- Outbound Dialer Reports
- Inbound Call Reports
- IVR Reports
- Call Transfer and Recording Reports
- Compliance Reports
- Contact Center Productivity Reports
- System Reliability Reports
- Call / Email / SMS / Web Chat Reports/