INFOCAST
Infocast: Customized Information at the Desktop
Improve responsiveness with Infocast, a productivity-based tool that customizes queue statistics right at the desktop. Infocast works similar to NEC America’s Virtual Wallboard application that provides wallboard statistics on the desktop. However, Infocast displays information that pertains to call activity for each skill set unique to the agent logged on. Infocast delivers critical contact center statistics to a small window right at the agent’s workstation. With Infocast’s customized information, agents in the same split know more about each other and are able to react quickly to changes in call volume and agent availability. So, customer service can be enhanced as agents use their access to real-time information to improve contact center performance.
Infocast is available to agents with a Local Area Network (LAN) connection to the Global Navigator management information system. Global Navigator, part of the CCDesign® suite of contact center solutions, is a complete turnkey monitoring solution for tracking call activity and agent performance. This application delivers enterprise-wide call center management and control either for a single contact center location or on a multi-site networked level.
With LAN connectivity, Infocast is especially effective for agents working remotely from the central contact center, such as remote agent groups or to agents working alone at home.
Each agent is able to select from multiple queues to be displayed via Infocast within the Global Navigator system. Administrators can define specific performance criteria for the contact center. Statistics exceeding these criteria will be displayed as Alerts to the agents in colors defined by the administrator. If the Infocast application is minimized, the window ‘pops’ when an alarm condition is met.
For more information call our headquarters at 800.841.1ACS or fill out the form to the right with your needs and one of our representatives contact you right away.
