Post Call Surveys and Insight 360º
IPI’s insight tools help contact centre managers keep on top of performance in three key ways:
- Provides an easy to use tool that allows every call to be classified and profiled as it is concluded
- Provides a fully automated solution for conducting telephone surveys and collecting customer feedback and market research information.
- Allows you to analyse via sophisticated speech analytics the contents of all the calls your agents are taking.
As a result, you can use the experience of customers to not only increase satisfaction, but also improve product lines and processes.
Show Me Wallboards
IPI’s intelligent visual communication solutions informs, inspires, engages and influences audiences all from one core platform. Our enhanced Show Me Wallboards deliver a mix of intelligent real time data, resolution messages and engaging content – ensuring that advisors and supervisors and managers receive vital information they need, when they need it most.
Creative visuals designed to capture agent’s attention
Blended with Corporate Communications to improve engagement and staff loyalty
Displays actions and resolution messaging to alter the behaviour of agents
Eliminate agent “dead or idle time”
Improves staff efficiencies and productivity
Promotes friendly competition among teams/employees
Leads to measurable increases in productivity, sales and customer satisfaction
Improves operational statistics as KPI’s are always visible with alerting functions
Agents engage with business objectives as they change
Engaged and motivated staff leads to higher retention rates and increased productivity
Agents become more motivated to achieve their personal and company goals
Less time monitoring call data so Managers can coach and develop teams
Staff are kept up to date with critical news regardless of location or business unit
Ability to pull data out of CMS and display aggregated data such as SL over the day
Enhanced Data filtering, creation of Lines of Business abilities within core platform
Massive reduction in TCO over the lifecycle
Adjustments on the configuration can be done with minimum effort
Support of Multichannel Contact Centres and full Unicode support
Wallboards provide the Contact Centre information an aggregated, synthesised and visual display of information when and where it’s needed.
Our solutions integrate with a variety of data sources, including Avaya, Cisco, Genesys, Workforce Management and Omni-channel.