Why?

Omni-Intelligence provides the platform enabling managers, supervisors, and agents to see a complete picture for contact centres real-time operational data. With passive and active quality monitoring of all aspects of the involved technology including historical data and predictive analytics which is made available at a glance while proactively alerting key managers when critical situations arise.

Benefits

• Omni-Intelligence Analytics View will automatically display the Real-Time Calls Waiting information to the agent specific skill sets
• Real-time and historical data can be displayed in text or graphics
• Trends and predictive analytics are visualised
• Multiple Skills can be displayed within one view allowing the agent to view call waiting information
• Automatic threshold alerts (including any aspects of SLA monitoring) can be customised on any real time data fields and escalated via automated, interactive, workflow-enabled email, phone call and SMS channels
• Current (most recent) and historical ASA, WT, AWT, AASA, ART are visualised real-time to be managed effectively
• Predict and address high absence rates and low schedule adherence
• View live information about call capacity and peak call volumes

Increase Productivity and Operational Efficiency

• Bring tomorrows BI tools to virtual any contact centre without hardware and/or software updates.
• Cloud Based
• Increase ROI without additional capital expenditure
• Expand your current centre solutions lifespan, while;
• No additional licenses / software purchases are needed
• No expensive / lengthy installations are required
• All related expenses are OPEX only

Agents Real-Time Status

• Displays a summary and individual status and duration.
• Can be sorted by Presence state, Name or Duration
• Easily display individual presence groups by selecting the filter button
• Provides Supervisor and Managers an indication of agent Adherence.

Enhanced Management Reporting

• Easily Customize reports from the user friendly UI – Select the required datafields to be included into the report.
• Easily schedule reports to be emailed each day, week or month in CVS, PDF or XPS, no need to spend hours manually collating data
• Reports include:
  • Queue Performance
  • Agent Performance
  • Agent by Queue
  • Abandoned calls details report – include CLI, Queue which they dialled into , the duration before abandoning. This allows the contact centre to call back the callers to provide an enhanced Customer Experience.

Address Attrition

Live data visibility brings gamification, competition and productivity boosting rewarding visibility to daily working environment

Address Lack of / Poor Cross-Departmental Collaboration

Address Insufficient Self-service (IVR, WEB, mobile)

What Call Centres Are Supported?

• Genesys Purecloud
• Genesys Pureconnect (CIC)
• Microsoft Skype for Business

Wallboard Features:

• Captions
• Values (Timespans, Numbers, Precision digits)
• Lists
• Static Images and Video Feeds
• Line / Bar / Polar Area / Pie charts

View Brochure for Genesys PureCloud