IP based CCP is the newest member of Tadiran’s call and contact center solutions. Once deployed, system supervisors are able use the CCP to monitor call quality and service in real-time with call center status information like:
• number of calls and average wait time in queue,
• available agents in relation to the TSF (Target Service Factor),
• talk/handling time,
• agents on private calls,
• deviations from the TSF,
• average time before abandonment
"Improved efficiency and service has long been the cornerstone of the call center management market, and the CCP system addresses the changing needs of organizations in today’s competitive markets,” said Shmuel Golan, Acting Vice President of Sales & Marketing.
CCP system managers can oversee performance and adherence to cost objectives by monitoring features such as the performance and activity of agents and groups, call distribution and traffic statistics as well as call results.
Managers can also utilize web based historical reports (Business Object world-leading reporting tool) to analyze trends and patterns over a defined period of time, and use the information for strategic planning and follow up to ensure a positive customer experience.
The CCP system will replace the legacy MIS system.