Call Center Management

With competition always knocking at your customers� door, maintaining a professional customer service and support organization can keep your customers just that... yours! That�s why it is important to place proper attention on how customer calls and inquiries are handled within your business.

Whether your customer service function is comprised of individual employees, single or multiple workgroups, or agents within a larger call center environment who are located at one or more locations, Vodavi�s Discovery Manager and ACD (Automatic Call Distribution) System Software solutions interface with most Vodavi telephone systems to tie together employees that share common call related activities to help you maintain and improve customer relationships.

Empower Your Managers

Discovery Manager is a Windows-based management tool that consolidates call-handling activities and visually displays to supervisors and employees/agents an extensive set of user-configurable windows with real-time statistics. This up-to-the minute information that business supervisors now have access to can help aid decision-making for your organization.

At a quick glance, supervisors can view employee status, calls-in-queue, longest wait time, calls answered and calls abandoned. Employees can send on-screen messages to each other via their PC. Discovery Manager even tracks ACD and non-ACD calls on an extension allowing supervisors to make a distinction between an employee�s personal and business-related calls. Employees can log onto multiple call groups assuring adequate call coverage is in place. For example, an employee can log onto the incoming sales support call group in addition to being logged into the technical service group, if additional coverage is needed. All this information is shown on the screen in color-coded fashion to help simplify viewing.

The extensive flexibility of Discovery Manager allows a supervisor to customize his or her real-time screen to display information as needed. Audible and visual alarm thresholds can also be configured to alert of a specific situation that needs immediate attention.

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