Contact centre managers no longer have to fly blind thanks to a new
family of reporting and management solutions revealed today by Thales
Dubbed Big Picture Technology they deliver live, decision-critical
measurement and control across every facet of a contact centre's
performance - from the customer interface right through to the
back-office. Managers can instantly spot improvement opportunities,
take action, then assess the results all within a few seconds,
bringing service delivery much closer to customer expectation.
"Contact centre managers have effectively been flying blind, working
with historical data and only able to act when it's been too late,"
says Thales marketing and product development director Martin Roberts.
"Now they can take control with real-time 360-degree vision and the
power to act immediately, while enabling information exchange with
stakeholders organisation-wide and allowing effective call centre
management from anywhere within the global enterprise."
Such instant reporting and control means that processes, procedures
and campaigns can be fine tuned iteratively as they proceed.
Previously managers had to wait until the end of a shift or a campaign
before making qualitative changes.
The enhanced information also means agents can be more accurately
measured and rewarded, resources better deployed and problems more
"Whatever the contact centre, whether inbound, outbound, Web-centric,
virtual, in-house or outsourced, there are real step change
improvements to be had from quality, timely information and control,"
adds Roberts. "Many direct selling companies like banks, insurers and
telcos traditionally under-perform at the customer interface. Now they
can manage their customers' expectations much more effectively."
Big Picture Technology revolves around three core components: Big
Picture Builder, Big Picture Quality Solutions and Big Picture
Big Picture Builder is the top-level performance reporting and
management element. It takes information from a whole range of
disparate contact centre systems and resources, integrates and
assimilates it, then presents it in an easily understood and entirely
user configurable way.
Using Big Picture Builder, managers can create single screens that -
at a glance - show them every chosen aspect of contact centre
performance. This can include call rates, conversion rates, call
durations, waiting times, agent performance and system response times
- everything that influences overall contact centre performance. The
system can also generate reports for outsourcing clients, senior
management and other front office stakeholders.
The technology is already in use with blue chip companies in the US
where it is demonstrating rapid returns on investment.
Big Picture Quality Solutions are all about maximising the performance
of contact centre agents through impartial, in-context and wholly
balanced assessment. Managers can get a complete view of agent
performance set against the entire cycle of agent/customer
interaction. Ratings are informed by voice, screen and overall contact
centre performance data and underlying environmental factors are also
taken into account.
Through Big Picture Builder, performance reports can be presented in
real-time graphical format to drive immediate decision-making, or can
be output as a series of standard reports for more detailed off-line
analysis of agent, group and supervisor/auditor performance.
Big Picture Transaction Solutions are software and hardware tools that
let contact centre managers track, record and verify telephone
transactions for compliance, audit and dispute resolution purposes.
Managers, supervisors and agents can retrieve wanted records within a
few seconds using many different search criteria including time, date,
customer number or agent ID - even in multiple-shift, free-seating
As well as voice, stored records can include screen and other data
from associated systems such as switches, computer/telephony
integration and customer relationship management, giving a complete
and rounded view of every customer contact.
The Big Picture portfolio includes the full range of Thales contact
centre solutions from contact performance management software to
market leading voice and data recording and media management tools
Thales Contact Solutions has national headquarters in the UK, Germany,
France and the US, with affiliates in Australasia, Hong Kong and the
Middle East. A network of partners worldwide serves customers in more
than 140 countries. The company is one of the world's leading vendors
of voice/data recorders and sophisticated application software for
customer contact performance management. The extensive global customer
base includes international telcos, insurers, banks and airlines
together with air traffic/airport authorities and emergency services
the world over.
Thales Contact Solutions is a member of Thales, one of Europe's
largest professional electronics groups and a world leader in three
areas: Aerospace, Defence, and Information Technology and Services. In
2000, Thales generated revenues of 8.6 billion Euros, 74 percent
outside France. Following its acquisition of the UK group Racal,
Thales now has close to 65,000 employees worldwide, half of them
- ENDS -
Thales Contact Solutions
Hardley Industrial Estate
Dave Morrow +44 (0) 1344 388067
|Geoff Twibell, Sage Partnership, Twyford, Berks, UK, RG10 9DR |
|Tel +44 1189 344007 Fax +44 1189 344008 firstname.lastname@example.org|
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