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Interaction Web Portal (IWP) offers a window into contact center operations, allowing users to access business and customer service information anywhere at any time. Using this tool, stakeholders from within and outside the contact center are able to access a single, inclusive environment to view near-real-time statistics, pull historical reports, hear live agent calls, and listen to call recordings – all via secure web access.By providing a flexible, simple way to access to critical information, IWP allows users to make better decisions and improve overall contact center performance.
Designed with the outsourcer in mind, IWP allows service providers to offer a full range of monitoring tools for their own customers in one portal dashboard. Since a key deliverable for any contact center outsourcer is reports and statistics regarding program operations, outsourcers gain considerable benefits by sharing this portal with clients so they can access what is occurring in the contact center.Additionally, this tool allows the CIC administrator to securely partition and create unique views and access for each client and their users.
Give agents access to their own call recordings along with associated quality scores, formal reviews, and scheduling information from management and quality monitoring team. Because IWP is web-based, access is simplified. Dedicated workstations are not required, eliminating the need to schedule each user’s review time.
Display real-time statistics on wall boards, LED screens, monitors, and smart phone mobile devices. With Interaction Marquee added on to IWP, users get a simpler approach to sharing contact center statistics with workgroups and organizations.
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