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Manage, analyse and understand customer interactions using the Advanced Hosted PBX Call Management Console. Gain insight to identify business efficiencies and improve customer service.
Business productivity tool delivering powerful call data visualisation via a pre-defined dashboard and wallboard.
Monitor inbound and outbound calls via configurable dashboards, detailed reporting and executive summaries.
Feature-rich cloud call recording with playback, call evaluation, quality monitoring and flexible storage solutions.
CMC Insight is a business productivity tool delivering powerful call data visualisation via a pre-defined dashboard and wallboard.
The CMC Insight at-a-glance dashboard displays graphs and tabular data within a specified date range in the past 12 months.
The CMC Insight dashboard presents a summary of call metrics including:
accessible and can be exported as PDF:
CMC Insight provides 3 pre-defined wallboards, designed to display essential analytics on a large screen or desktop:
Tiles can be resized and configured to show custom-filtered data, for example on particular users or DDIs.
Monitor inbound and outbound calls on any device using CMC Report. Access configurable dashboards and detailed reporting. View wallboards, run and schedule reports.
Creating and running reports can be timeconsuming, so dashboards are available to deliver up to date information in a graphical way using live tiles. Live tiles are mini reports which are refreshed regularly and displayed in tabular or graphical formats.
The CMC Report module includes a catalogue of predefined tiles including: Grade of Service (GoS), Percentage Calls Answered (PCA), caller tolerance, hourly call distribution, and call activity by extension and DDI. It is also possible to create live tiles from your own
specifically targeted reporting data. Any report with any combination of filters can be turned into a tile and displayed as a graph, wallboard, speedometer or table.
Wallboards visually display key call metrics on live tiles, in a format suitable to share on a big screen or desktop.
The Executive Summary provides a high level
summary of the business, including observations and recommendations. Multiple reports are consolidated into one single report, which can be exported or emailed to key decision makers.
A catalogue of standard, highly configurable
reports is included, that can be customised to your exact requirements using filters. All reports can be exported as PDF/CSV files, emailed to any email address or scheduled to run at specified intervals.
Monitor call activity to analyse performance using a range of metrics including:
Missed calls are defined as unreturned when
either the caller has not called back and been
answered successfully, or when a member of staff has not yet returned the call.
Unreturned missed calls are identified enabling a rapid recovery of abandoned or lost calls. This report can be displayed as a live tile.
CMC Report enables access permissions to be
restricted by role. My Console also provides the option to allow specified users access only to their own analytics.
Cloud call recording with playback, call evaluation, quality monitoring and flexible storage solutions. Delivering essential management tools to Supervisors and Agents whenever they need them.
Caters for compliance requirements; PCI DSS, MiFID II and GDPR.
Compliance managers are able to access functionality specifically designed to manage customer data and company policies: