Recently, NetLert ran an online webinar in which they examined the five reasons why you want to migrate to web-based Avaya call or contact centre reporting.
Here we examine those five reasons.
Reason one: limited access to data
One of the objections we frequently come across from Call Centre Managers when they discuss reporting is the limited access to data from their current Avaya solution.
Licensing of software is often based on the number of supervisor views, with too few users having a license to make the solution useful across the entire organisation. If the call centre wants to add extra supervisor views, then this means increases in license costs.
Another common issue is that decision makers cannot access data in a timely manner: especially in real-time. This results in problems within the call or contact centre do not get addressed quickly.
Reason two: difficult to use
Those individuals in the call or contact centre charged with reporting and monitoring performance often find the solution difficult to use, with lots of valuable time wasted trying to design, configure and interpret reports.
Time wasted in a busy call centre environment means money wasted.
Frustration with the solution also means that those individuals are less willing to use the existing solution on a frequent basis so valuable intelligence on the performance of the contact centre is lost and, if they persist, reducing overall performance of the centre.
Reason three: limited staff forecasting
Avaya’s Basic Call Management Reporting (BCMR) uses a MS Access database, which is a non-enterprise level database.
Without an enterprise-level database solution, valuable data is missing from your call centre – especially with historical interval data. Limited data means optimal staffing forecasting is missing, service levels are missed and call centre efficiency can be reduced.
It is worth noting that N-Focus uses a MySQL database that lets you store unlimited historical interval data – indefinitely. Existing BCMR data can be imported into N-Focus.
Reason four: buggy, slow interface
Strongly linked to reason two, your existing application’s uptime might be directly affecting the productivity and efficiency of your call centre. Frustrations with uptime (aligned with that fact that they are difficult to use) result in frustrated users who use the application infrequently.
Don’t forget you are paying for a reporting solution that it is not being used, severely reducing its return on investment.
Reason five: limited platform and PBX support
Our final reason (read frustration) is the lack of support for Linux, VM environments or newer versions of Windows. Align this with a lack of support for multiple PBX support, this can be the most important factor for Telecoms / IT Managers within a call centre environment.
It is refreshing to note that N-Focus solutions support any platform (windows, VM, Mac, Linux, etc.), provide multiple PBX support and supports all Avaya Communication Manager (CM) versions.
Isn’t it time you migrated?