GLOBAL NAVIGATOR
Get the Line on Multiple Contact Center Traffic
Global Navigator is a Management Information System for tracking call activity and agent performance across single or multiple call center operations. This application delivers enterprise-wide contact center management and control either for a single contact center location or on a multi-site network level. Global Navigator integrates with either CallCenterWorX®-Business or CallCenterWorX-Enterprise, and may be purchased as Turnkey or Software Only As a Management Information System (MIS), Global Navigator measures and reports the performance of the NEAX® ACD system’s individual agents, agent groups, pilot numbers, individual trunks and trunk groups. The information gathered by Global Navigator is useful in optimizing resources to maximize agent productivity and minimize caller wait times.
Global Navigator provides 85 standard reports and charts to assist in evaluating and tuning the performance of the ACD system. Any of the reports can be viewed on screen or sent to a printer. Multiple parameter levels may be used to more tightly target individual reports. Since Global Navigator uses the MySQL database, contact center managers can also use SQL queries to extract information from the system.
Global Navigator also provides real-time information for managing the current state and status of the contact center. Alerts can be set to visually call attention to values that exceed user-defined limits.
Global Navigator is available in multiple configurations to meet the needs of any size contact center. Its modular design and software based licensing makes for an easy migration path allowing growth as the size of the contact center increases.
For more information call our headquarters at 800.841.1ACSor fill out the form to the right with your needs and one of our representatives contact you right away.
