Contact Center Solutions Featured Article

CTI Group and Sylantro Systems Provide VoIP Call Traffic Analysis and ACD Reporting

October 01, 2007

CTI Group and Sylantro Systems recently announced that Sylantro is offering advanced traffic analysis reporting tools for the company’s Synergy platform including historical and real time traffic reporting for use in businesses and call centers.


Boasting call traffic analysis and ACD reporting, the new ACD capability provides comprehensive reports. These reports can be scheduled for regular delivery, are easily retrievable on demand from an on-line interface, and can be used to monitor employee performance as well as telephony costs through call volume analysis and response time.

John Trobough, SVP of Solutions at Sylantro Systems said that advanced real time call traffic analysis and historical ACD reporting combined with their Synergy ACD capability provides call centers with the fastest, most comprehensive reporting available today.

“We are excited to add this application to our platform and believe that this will improve call center customer service overall,” Trobough in a statement.

Chief Technology Officer, CTI Group, Sid Rao said that Sylantro’s Synergy multiplay application feature server provides a great platform for their call traffic analysis and ACD reporting. He said that CTI is pleased to work with them to provide a broader range of features to call centers and to enable them to provide a high level of service, and the ability to measure the quality of those services.

The 2007 Call Center Quality Monitoring Study IV indicates that few processes in the call center are as critical as quality monitoring. Although call centers monitor quality to ensure that customers are being helped efficiently and thoroughly, call traffic analysis and ACD reporting can be used for more. Thanks to call traffic analysis and ACD reporting, telephony equipment usage and telecom cost control can also be monitored. Moreover, these reports can simplify telecom and customer service management.

CTI Group (Holdings) Inc. is an international provider of electronic invoice management, VoIP and telephony applications.

Sylantro Systems, Inc. is a leading provider of software to service providers that deliver hosted VoIP applications.

--------

Anuradha Shukla is a contributing editor for ContactCenterSolutions, covering call centers, CRM and information technology. To see more of her articles, please visit her columnist page.

Don't forget to check out ContactCenterSolutions’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.



Home