Datametrie for Call Centres

What is the rate of connected calls? Can my CRM application be accessed in real time by my call centre agents?Does automatic call distribution from the interactive voice servers work properly? Can my “Online support” applications be accessed from my site by my internet customers?

We are currently witnessing the gradual transformation of call centres into IP contact centres. Another growing trend is the integration of telephony, CRM business applications and interactive voice servers. The technology is still new, and there are many players, such as operators, systems integrators, hosting and software companies.
ip-label puts its expertise at your disposal so that you can optimise the quality of your IP Customer Services.

These days, the migration to IP telephony is a viable option, mainly due to:
lower voice transmission costs,
integration of telephony, business applications (CRM, etc.) and interactive voice servers, in order to increase productivity and improve responses to customers. Example: being able to easily integrate the functions of interactive voice servers and automatic call distribution,
easy to use for multiple site or offshore centres.

ip-label offers you its expertise in order to:

• measure and monitor changes in perceived quality in the eyes of the end-user, or call centre agent for incoming and outgoing calls, for all types of network (IP/RTC/GSM)
• check that access to the various levels of an interactive voice server's tree structure is properly controlled
• measure and monitor changes in quality for CRM business applications used by call centre agents
• check the performance of online support functions used by the end-customer
• objectify user complaints and highlight the weak link
• manage the performance of each service provider (SLA), but also compare them in the pre-selection phase

At each stage of the establishment of a call centre, ip-label will work with you to ensure that your quality policy is correctly managed, making it possible to collect, store and retrieve indicators and anomalies.

Whether you are an integrator, manufacturer, installer, software house or call centre service provider, ip-label will help you to adopt an optimal QoS approach for your customers.

A powerful data and graphics reporting engine

Whether you are an IT Manager, Interactive Voice Server Platform Manager, Customer Relations Manager or an IP Quality Manager, we offer a real-time portal that can be accessed by different user profiles.

The various reports can be produced in five languages: English, French, Spanish, German or Mandarin.

• Real-time alerts via SMS or e-mail
• Daily or weekly status reports
• Monthly or fortnightly reports
• Powerful graphics engine, historical and trends reports
• SLA monitoring
• Retrieval of pertinent indicators:
• For IP telephony and call centres:
• Listening quality measurement (MOS PESQ - MOS 3SQM)
• Call establishment time
• Rate of connected calls
• For Interactive Voice Servers:
• Time taken to communicate with interactive voice servers using a GSM or RTC terminal, or via ADSL
• - Availability of each stage of the interactive voice server
• - The integrity of messages and the hearing quality
• - The time taken for the interactive voice server to switch to the call centre and the call centre agent
• For access to the CRM (call centre agent) and web (customer) applications and for online support:
• Availability and accessibility
• Access time
• Download time
• Availability and running time of transactional scenarios
• Content integrity verification

Your customer support for diagnostic support: the Diag Center

The role of our Diag Center consultants is to support customers from the moment the subscription agreement is received. From managing the selected scenarios and customer production, through to answering queries, the Diag Center is a constant feature of your subscription. If an incident occurs, you will receive instant notification via e-mail, SMS or SNMP traps. We also offer regular progress meetings, in order to validate the effectiveness of our services and personalise customer monitoring and the analysis of your data. To find out more about the Diag Center

The Datalimit VoIP solution can also be used to measure the impact of load increases on your telephone network which could be due to an increase in traffic, following the addition of new sets for example. To find out more about the VoIP and Datalimit VoIP load tests