Call centre technology

Call management software

Specifically tailored for call centres, Avandda offer sophisticated call management software, which provides a comprehensive breakdown of real-time call information

Call management software can allow up-to-the-minute, key call details to be displayed on discreet Windows desktop displays or optional wallboards, to provide all call centre staff with an easy-to-view summary of current performance rates of groups, extensions or DDI numbers.

Call management software functions include:

• total calls received, waiting, answered or lost
• current longest-waiting call time
• average and longest queuing time
• individual agent call-handling activity
• average ring time before calls are answered
• average service time after answering
• individual/group call charges
• Warning alarms set against call criteria

Through easy-to-view summaries or detailed management reports, group and extension activity can be analysed to give immediate evaluation of call traffic and operator efficiency. This functionality ensures that you make the most of your communications resources throughout the day, monitoring and managing traffic capacity to ultimately enhance your customer service levels.