During a recent UCStrategies podcast, we discussed the disruption taking place in the contact center industry and new ways of accessing contact center capabilities without having an ACD. Salesforce and Zendesk, for example, are leveraging WebRTC to provide contact center capabilities as part of their CRM offerings.
For Cisco users managing a call center, deploying Cisco Unified Contact Center Express (UCCX) delivers a robust platform with IVR, skills-based routing, historical reporting and Intelligence Center Reporting (CUIC). Though licenses are available in as few as 10 seats, UCCX is an expensive resource that can be taxing to implement and maintain for smaller organizations. Cisco understood this concern and adapted their Call Manager to meet the needs of the small to mid-market client.
Metropolis Technologies today announced the availability of their new solution for Cisco Call Manager users, QLIVE Call Center Monitoring. The product has launched amidst a whirlwind of anticipation in the call center sector, promising to provide real-time wallboards, team dashboards, and KPI monitoring statistics to help call center managers maintain their SLA, as well as to react to communication trends before they escalate.