Aggregate and normalize any type of data from any source possible for the contact center. Combine your ACD, call recording, CRM, HR, ERP and other financial information to see the true picture of your operational performance.
As an upgrade option, any additional data can be added to the repository quickly and easily without the need of extensive programming. Once added this additional data is immediately available to understand the full picture of your performance.
Each program or line of business has unique KPI required to measure performance. Now you have the power to customize our KPI to meet the needs of a particular program or project.
A robust set of call center operational metrics are available. Designed by call center professionals with over a century of combined experience managing call centers. You have everything you need out of the box on day one.
Organization can represent multiple businesses, departments, call center sites, or lines of business. Each organization has a unique way they they organize their operations. VitalSigns has the flexibility to model your organization as you need it.
Organize how you want to report based on your contact center organization. Each organization has a unique way they they organize their operations. VitalSigns has the flexibility to model your organization as you need it.
Set thresholds for your key metrics and then color code so you can easily identify outliers. Now you can manage by exception based on the configured thresholds.
Distribute relevant dashboards to your teams based on their organization role. Provide C-Suite executives and managers with instant analytics and reports including outlier reports, financial results, agent and program utilization analysis.
Select from a library of graphic types including trend, line area, bar, and stack charts. Not all graph types will work based on your selected data sets. VitalsSigns understands what graphics works for the type of data selected. Now any user can be guided to create the graphics the need for the type fo data that need to be analyzed.
Each user automatically inherits what they can and cannot do based on the role assigned.
Create functional user roles to limit report creation or read only access. Configure a user for read only, create, update, and publish your reports and dashboards.
Create user group roles and define what data, reports, visualization and access for each users. Not all user need access to all information. By creating role groups, dashboards, reports, and visualizations are distributed that are relevant to their area of responsibility.
Secure login limits users to only the information you. Use your phone, tablet, or desktop. All you need is a browser.
Any user can access VitalSigns from any device anywhere. View secure online analytics and reports from any web enabled device. Get your performance insights no matter where you are or what device is available. Use your phone, tablet, or desktop.
Lower costs, higher contact rates, and all of the technology we need to make it happen every month. – SVP, National Contact Center Operations