CONTACT CENTRE MANAGERS GET LIVE VIEWING & INSTANT CONTROL Thursday 28 June 2001 PDF Print Contact centre managers no longer have to fly blind thanks to a new family of reporting and management solutions revealed today by Thales Contact Solutions. 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 quickly diagnosed. "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 Transaction Solutions. 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 environments. 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 outside France. - ENDS - Thales Contact Solutions Hardley Industrial Estate Hythe Southampton SO45 3ZH More information: Dave Morrow +44 (0) 1344 388067 email@example.com http://www.bigpictech.com ------------------------------------------------------------------- |Geoff Twibell, Sage Partnership, Twyford, Berks, UK, RG10 9DR | |Tel +44 1189 344007 Fax +44 1189 344008 firstname.lastname@example.org| ------------------------------------------------------------------- This press release was distributed by ResponseSource Press Release Wire on behalf of The Sage Partnership in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.