Supercharge your Avaya call centre with NetLert
Having the ability to monitor real-time and historical data on agent status, call queues, agent productivity and agent workloads is vitally important to ensure your call or contact centre is operating efficiently – every minute of the day.
N-Focus, N-Focus AES and N-Focus Plus from NetLert provide web-based historical and real-time performance analysis, reporting and monitoring for call or contact centres using Avaya Definity, Communication Manager and Aura platforms.
Included as standard in both solutions are:
- Unlimited supervisor views
- Scheduled email reporting
- Real-time alert triggers and performance graphs
- Multiple PBX support
- Large display WallBoard support
- Compatible with any mobile device.
N-Focus for Avaya call centres not using CMS
Being able to identify and respond quickly to productivity issues and bottlenecks in your Avaya call centre are essential if it is to perform efficiently and effectively.
Most call centre reporting, auditing and performance analysis solutions unfortunately are either limited in scope, expensive or difficult to use. They do not enable you to effectively distribute intelligence on your centre’s key performance indicators to everyone in your organisation who needs it, which slows down reaction times and impacts productivity and those all-important service levels.
“N-Focus solution makes our Avaya switch very powerful in the call centre environment. I highly recommend the N-Focus product for any Avaya-based call centre that needs a user-friendly web-based reporting tool.”
Electro Rent Corporation
N-Focus has been developed specifically for non-Avaya CMS call centres, providing powerful 100% web-based historical and real-time reporting, auditing and analysis on the performance and effectiveness of your call or contact centre operations.
With N-Focus, you can easily identify and highlight performance information to answer:
- Who were your best call centre agents today, yesterday, last week, or even last month?
- Who needs additional training?
- Is the performance of your call centre improving over time?
- When are the peak times in your contact centre so you can make sure it is not under or over staffed.
Regardless of the size of your Avaya call centre, N-Focus will help you increase revenue and reduce operating costs by providing the right information about your business to the right people at the right time.
100% web-based reporting with unlimited supervisor views
Access historical and real-time reports in N-Focus at any time via a web browser on PC, laptop, tablet or mobile. There is no limit on the number of people in your call or contact centre who can log in and run reports and there is no licence to limit concurrent users.
Quickly and easily email historical reports
N-Focus has an in-built report scheduler which enables supervisors to schedule historical reports to run at any time. Reports can be emailed as a PDF or Excel file to anyone in your organisation.
Real-time alert triggers
Keep on top of the performance of your call centre by setting up triggers on any real-time reports so they change colour, email you, pop up or play a sound when KPI thresholds have been met.
Easy to use
N-Focus is incredibly easy to use, with little, if any, training required to become proficient. Agents and supervisors simply require a basic knowledge of how to navigate in a web browser. People in your call centre can be set up so they can only see what they need to see, making it even easier to navigate.
Multiple PBX support
Easily consolidate reporting on multiple PBXs from one server into one interface with N-Focus.
N-Focus runs on a MySQL Enterprise database, which provides robust storage for unlimited historical interval data. N-Focus also provides daily automated backup and database maintenance as standard.
Real-time wallboards made easy
You can easily create a wallboard to display reports, graphs or any type of custom call centre information on large LCDs or Plasma screens with N-Focus through a web browser.
Avaya version support
N-Focus supports all versions of Avaya™ Definity, Aura and Communication Manager.
N-Focus for AES
Providing a highly cost-effective solution for cradle-to-grave reporting, N-Focus for AES supports Avaya Aura® Application Enablement Services version 6.1 and upwards.
N-Focus AES makes your Avaya call centre data available for analysis in an intuitive web-based tool, making it easy to create reports which help you to gain insight into the effectiveness and performance of your call centre operation.
Many of the same benefits from NetLert’s other products, you’ll also find in N-Focus AES:
- Simple and intuitive web-based reporting
- Real-time & historical data
- View cradle-to-grave call information quickly and easily
- Unlimited supervisor views
- Export & schedule email reports
- Create & share custom reports
- Real-time alerts via the web & email
- Configurable data retention policy
- Mobile browsers supported
- Connect to multiple Avaya AES servers
- Create agent & wallboard views
- Permissions to control data visibility.
N-Focus Plus for Avaya CMS call centres
N-Focus Plus integrates with Avaya CMS to deliver more call centre data to more people.
In the fast-paced environment of the modern call or contact centre, more people need access to performance-critical data. With many large organisations running call centres in multiple locations, it is important for managers to be able to analyse historical information quickly and easily, while at the same time be alerted to issues, in real-time no matter where they are.
N-Focus Plus is an add-on to Avaya’s CMS, integrating to enable unlimited users to access call centre performance data and reports via a web browser. The data and reports that each person can access is controlled by a robust ‘permissions’ authorisations scheme.
By providing increased access and usability to critical CMS data, N-Focus Plus keeps everyone in the call centre informed and in control of their call centre operations. Powerful insights into call centre performance is gathered through real-time and historical reports, which can be easily distributed via email to anyone in the organisation.
Configurable and customisable trigger alerts warn you when critical performance thresholds have been met, while real-time system status reports enable you to spot immediately operational problems before they become critical.
In as little as thirty minutes, N-Focus Plus can be installed and begin running reports on critical performance data. There is no desktop software to install, update, or support. A web-browser is all that is required.
Regardless of the size of your Avaya call centre, N-Focus Plus will help you increase revenue and reduce operating costs by providing the right information about your business to the right people at the right time.
Increase access to Avaya CMS call centre reports
As N-Focus Plus is 100% web-based, reports can be accessed from anywhere on PC, laptop, tablet or mobile device. There are no restrictions on the number of people in your organisation who can log on or a limit on the number of concurrent users who can access N-Focus Plus.
Installed centrally, new releases and upgrades are automatically rolled out to authorised work stations. As changes are made centrally, IT staff do not need to configure, support, or update client machines.
Combine multiple CMS Servers
Consolidate multiple CMS server data into one single interface or report easily with just a few clicks.
Schedule email reports in multiple formats
N-Focus Plus has an in-built report scheduler which enables users to schedule historical reports to run at any time. Reports can be emailed as a PDF or Excel file to anyone in your organisation.
Intuitive navigation and powerful functionality
N-Focus is incredibly easy to use, with little, if any, training required to become proficient. All that anyone in your organisation needs is a basic knowledge of how to navigate in a web browser. Critical CMS data is automatically extracted, sorted, and delivered to users. All reports and views are self-descriptive and easy to navigate.
Everyone in your organisation can have varying levels of access to call centre performance reports and is set up and determined easily by the administrators.