call analytics and recordingtelecomsgb.co.uk/ticsonlineoverview2015_uk_v4.pdfiCS Report features •...

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for immediate insight anytime, anywhere

call analyticsand recording

insight

webcloudpremise

rec

report record contactpremier fraud

iCS Report features• Browse an extensive catalogue of reports

or use filters to customise your own.

• Incoming call analytics. Measure call volumes, targets, grade of service, percentage calls answered and unreturned missed calls.

• Report scheduling and threshold alarms.

• Executive reports collate data from multiple reports, observations & recommended actions

• Custom dashboards and mobile wallboards.

Upgrade to iCS Report for enhanced level call reporting and analytics. Access configurable dashboards and detailed reporting. View wallboards, run and schedule reports.

insight

Monitor inbound and outbound calls at a glance. Intuitive ‘click and drill’ dashboard for business-critical call metrics

iCS Insight features• The at-a-glance console monitors

performance to visualise call activity and improve customer service.

• Visual wallboards display key business metrics.

Manage, analyse and control communications

Fully integrated call analytics and recording; select a module.

Monitor call activity via live dashboards, reports and wallboards.

iCS Report premier features• Real time reporting. Live calls waiting and call handling

statistics by hunt group and DDI.

• Staff resourcing to review performance and use “what if” calculations to forward plan staff shifts.

• Monitor call handling presence.

• Essential team statistics at a glance via dashboards and wallboards.

Supervisor analytics and agent management to monitor customer facing teams.

iCS Contact features• Contact centre modelling. Review past performance

and use “what if” calculations to forward plan staff shifts.

• Contact centre reporting delivers live call statistics for queues and agents.

• Wallboards display group performance parameters on a live tile; an essential tool for any contact team environment.

• Agent reporting provides live agent analytics such as number / duration of calls and availability.

• Supervisor management tools.

iCS Report Premier enriches iCS Report to manage customer-facing teams in real-time.

iCS Contact enhances iCS Report Premier for up to the minute call analytics and granular reporting.

www.icallsuite.com

US Office: 4500 140th Avenue North, Suite 101, Clearwater, FL 33762t. 1-844-300-TOLL w. www.icallsuite.com

Content is subject to change without notification. E&OE. Calls may be recorded for training purposes

UK Office: 10 Moorcroft, Harlington Road, Uxbridge, Middlesex, UB8 3HD e. [email protected] t. +44 1895 478899

Deployed in your cloud, our cloud or on premise.Which option will you choose?

Monitor staff performance and adhere to industry compliance guidelines.

iCS Record featuresChoose between fully scalable iCS Record entry-level playback and iCS Record Plus enhanced version:

• Supervisor playback based on permissions with full audit trail.

• Call tagging with quality monitoring.

• Built-in dashboards and analytics to improve customer service.

• My console which provides access to end user’s own recordings.

Best of breed cloud call recording for playback and quality monitoring with flexible and secure storage options.

Combat call fraud, enforce company policy and meet customer service levels.

iCS Detect features• Live notification alerts and actions.

• Prioritise and customise alarms.

• Self-learning profiles based on call trends.

• Automatic call barring.

Mitigate fraud liability based on call profile limits.

call analytics and recordingtelecomsgb.co.uk/ticsonlineoverview2015_uk_v4.pdfiCS Report features •...

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