Does your business take a significant number of inbound calls? Do you need to track those calls in real time? Do you need to record them for compliance reasons? Would you like more control over your phone system? Do you need a user-friendly and affordable phone system to serve your needs? If you answered “yes” to any, some, or all of these questions, then let Teltek tell you about Xima Software Suite for the Avaya IP Office.
Before we begin, please note that if you already have Xima Care, then you can upgrade to the newest version, Chronicall 3.8, without incurring an additional charge. You can even watch this brief video about the new Chronicall 3.8 version. Now, what are the general benefits of the Xima Software Suite, the new update included?
The Xima Software Suite offers:
- Call accounting (historical reporting), which means you can easily search calls by phone number, employee, duration, etc. You can then run reports on predefined criteria in order to analyze call statistics. The Chronicall 3.8 update includes a data grid, which makes running large report datasets over a long period of time easier and quicker. Additionally, the Cradle to Grave feature means notes can be previewed, added to detailed reports, and have no text limit; the words in these notes are even searchable!
- Call recording. These recorded calls are housed in an easily searchable library. With the Chronicall 3.8 update, instead of sending a recording as an attachment to a customer, you can send it as an external link and even choose how long you want the link to be active. An especially important advantage is that under “Campaigns” Scorecards now allows supervisors to assess recorded calls based on set, customized criteria. Supervisors can choose to add one user or multiple users to one campaign. The supervisor can then provide training and coaching based on these evaluations! Here are more you want some tips and tricks on campaigns.
- Call centers (real-time agents) allow real-time data to be obtained for live call centers. This data can include information such as how long people are waiting, how many calls each agent has taken, etc. This feature is particularly beneficial for businesses that take a lot of inbound calls like an insurance company, bank, utility company, hospital, etc. Within this system, you can receive alerts of different varieties (ex: POP Screen messages, Email, or SMS Text messages) to help rectify potential issues quicker for such things as an agent being idle too long. Plus, any screen can be turned into a wallboard, customizable or standard.
Some of the Xima Software Suite’s other benefits include:
- Custom and standard reports (Agent, Account Code, Call Direction, Call Detailed Report, Caller ID / External Number, Event Type, Feature Type, Group, etc.)
- Agent Dashboards allow for tracking agent productivity, which is critical for any business owner.
- Agents can now tag as many account codes as necessary to a particular call (enabling you to track calls more effectively) and even create account codes in order to tag calls with important information that might not already be a standard code.
Several other notable features of Chronicall 3.8 are:
- Mac clients are now supported
- User roles allow for departmental groups, which means that user is added to any group where that role is applied
- Call costing reports are now under standard reports and allow you to assign a cost to a particular call
- Easy set-up and customization of wallboard templates (which can be scaled based on screen resolution) that can be used for agents and customers.
Teltek would love to help by your business by consulting, installing and integrating the software for you, assisting in the integration of the software into your everyday business practices, and providing ongoing training and support. Contact Teltek today to let us know what questions you still have and how we can help you!