Businesses need to understand the dynamics of their customer calling patterns, ensure they are providing the best possible service and identify resource or training shortcomings.

Here at 500, we can provide a virual call centre for distributed, multi-site workforce regardless of geographic location.

Based on the BroadWorks platform, 500 Call Centre, is an integrated, full-featured solution for managing customer contacts.

• Businesses can get advanced voice and multimedia applications.
• 500 offer a solution with the resilience of a carrier-class platform for businesses of all sizes.
• Allows users to set up a comprehensive, feature-rich Call Centre anywhere in the world-with no hardware, software or up-front capital expenditures.

Key features include:

• Historical and Real-Time Reporting
• Sophisticated Agent, Group and Queue analysis
• Intuitive PC based interface for Agents and Supervisors
• Web based Management
• Remote Worker Agents supported

Call Centre Agents

Call centre Agents can perform simple call handling and agent state control functions directly from their desktops for IP phones, analogue phones or Communicator softphones. Simplified interfaces let call centre agents answer, direct and complete calls more quickly to increase productivity and improve the caller’s satisfaction level.

Call Centre Supervisors

Supervisors are able to monitor and record agent calls and determine training gaps and requirements. They can also monitor relevant real time and historical performance information on Agents and Queues, presented in a simple line and bar chart format. With the advanced reports available, supervisors can determine appropriate staffing levels to manage costs while effectively handling busy hours.

Unity Agent Screenshot	Call Centre Supervisor Screenshot