Monitoring the performance of your contact centre is critical to ensure you are getting not just the best out of your investment but also to ensure compliance against your KPIs, quality assurance and improving the customer experience. With QContact you gain a complete reporting suite, to not just see what is going on within your contact centre, but to truly understand and improve it
Out of the box, we include many reports with customisable parameters and filtering to ensure you have full 360 degree visibility of what is going on within your contact centre. As part of our unified solution, all of our reports cover all of your channels and users – wherever they log in the world.
What use is having to wait until the end of the day for your reports to be produced. Every single report we provide is calculated in real-time, with up-to-the-second information. No more waiting for scheduled reports with out-of-date information.
You can configure KPI thresholds to ensure you rectify any breach of your target SLAs promptly. As you would expect from a unified cloud based solution – these alerts can even be sent to as many people as you want using whatever communication method you want.
Don’t see the precise information you want in our report? We provide a complete in-depth API to allow your IT teams to pull whatever information they require into your own systems and reporting tools. You can of course also engage our Professional Services team to quickly extend your reporting suite with whatever reports you desire.
As well as providing a vast range of built-in reports, we also provide a complete Quality Assurance package allowing your QA teams a powerful tool to monitor performance against your own score cards. With built-in call recording and interaction playback tools right at their fingerprints – there’s no more copy and pasting or switching back and forth. We also provide a complete range of QA reports which can even be opened to your users to monitor their own performance if you wish.
Route your incoming enquiries to the right team with our powerful unified Automatic Call Distribution (ACD) complete skills based routing and multiple allocation strategies.
Whether you make a few outbound calls per day or hundreds of thousands, we have you covered with our complete Outbound dialling solution.