Contact centre technologies service provider, Ocular Technologies, has introduced a range of Spectrum digital signage software that provides key operational data to both agents and managers in order to improve contact centre performance.
Spectrum's neXorce architecture, XorceView and VectraView digital signage software capture real-time and historical data from one or more sources and display this data as meaningful key performance indicators (KPIs) on any type of digital signage, such as LCD screens (including plasma and other large format screens), LED wallboards and readerboards, desktops, dashboards, e-mail and mobile devices, Web pages or company intranets and IP phones.
"By presenting contact centre data in a compelling way, in real-time, contact centre agents and managers are empowered to make informed business decisions and address problem areas to not only reach, but exceed their goals," says Ebrahim Dinat, sales and marketing director at Ocular Technologies.
The award-winning neXorce architecture is ideal for medium to enterprise class contact centres looking to monitor trends and business performance, align daily operations with company goals and improve productivity and customer service. It can be set to print weekly reports on all contact centre activities in order to review these against company targets.
neXorce's Web messaging feature enables managers to send messages via the Web from any connected PC, with secure login and password protection. Well-timed messages can therefore be sent to individuals, groups or remote agents and include up to date information, resulting in improved communication between employees, fewer errors and ultimately enhanced customer satisfaction and increased revenue.
Another feature allows custom e-mail subject lines and embedded data items such as graphs and statistics to be included in scheduled or threshold e-mail alerts. Based on user rights and security roles, embedded values and text can be displayed in the subject or body of the e-mail alert message.
"This high level alerting system notifies managers to any extreme situation and ensures awareness of the contact centre status on a regular basis. What's more, it allows for remote management of the team and presents an effective communication option for remote and virtual agents and managers," Dinat highlights.
XorceView screen-pop/dashboard software is used in conjunction with neXorce to deliver data or KPIs to any desktop on a company's network by means of text, graphics, gauges or charts and displays statistics, business metrics and scrolling messages in an easy-to-view format. Its customisable free form design allows screens to be tailored according to business objectives. As a result, contact centre managers have better control over the flow of information and can set visual and audible alerts such as screen pop-ups when thresholds are violated or to alert employees to critical changes or urgent correspondence.
XorceView screens can be administered remotely through Web services with neXorce software and owing to advanced security features, critical data can be displayed or updated to a specific group without affecting information displayed to other groups at the same time.
In addition, Spectrum's VectraView Display Controller enables contact centre managers to create and publish business-critical information such as contact centre statistics, network operations, announcements or updates on strategically placed screens throughout a contact centre or an entire organisation via IP and VGA signals. It can also be used for training videos, corporate communication, news, weather and financial information and employee recognition.
This powerful digital signage control box is preconfigured and licensed with VectraView software and features a plug-and-play capability with an embedded operating system and remote control. It supports 1920 x 1080 HDTV content and 3D applications and is scalable for expanding systems.
"Not only can executives and management monitor trends and overall operation performance, but agents have access to key metrics to instantly identify potential problems as well as track their own progress from their desktops," Dinat explains.
"Increased productivity, performance and cross-selling, as well as improved adherence to goals and standards and reduced operating costs are just some of the benefits organisations can expect. In fact, for companies that are looking at reducing staff or improving customer satisfaction and efficiencies, utilising digital signage and software can especially prove to be key."
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