Combine your premises-based ACD real-time KPIs with your new cloud ACD KPIs

Posted: 10/18/2016 - 15:43 | Inova Solutions
A world-class real time notification solution can combine and normalize that data for you, giving you a consolidated view of metrics from both your premises-based and cloud-based ACDs.

Has your contact center added a few agents via a cloud call routing solution? Many contact centers see this as an easy way to increase capacity without a major overhaul of their existing premises-based automated call distribution solution. The need for incremental agents can be addressed faster and usually at less cost by using the cloud.

But how does this affect real-time reporting? Viewing two sets of KPIs in real time from two separate call routing providers makes it difficult to see the complete picture within your center. A world-class real-time notification solution can combine and normalize that data for you, giving you a consolidated view of metrics from both your premises-based and cloud-based ACDs.

"Simply increasing capacity only gets at one side of the equation."

Remember why you use the cloud
This may seem obvious, but it's an important matter to keep in mind: You turned to a cloud-based call routing solution, ultimately, to improve your center's effectiveness. But simply increasing capacity only gets at one side of that equation - scale. Efficiency is on the other side, and the fact is, the more variables you add to your center, the more important it becomes to tie everything together through common processes, metrics and reporting.

Leverage the best notification solutions
The only way to maintain a clear view of your center's performance is to monitor all your ACDs simultaneously. If your cloud-based solution is operating at a high level but your premises-based ACD falls behind, how do both of those factors influence the center's overall function? That's a question real-time notification solutions address.

These systems can work in reverse, too: Not only will they combine all of your ACDs and provide a consolidated view of performance, but you can also drill down and determine the source of any setbacks. That way, you can isolate potential problems as they develop and assign more agents, redirect calls or take other appropriate action. 

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