• CEMS-MC record server software

• CEMS-MC Supervisor Record on Demand (ROD)

• DELL server hardware

• CERS  agent evaluation with user definable scoring

• Screen Capture for agent desktop video recording (synchronized to audio)

• eLearning Management Technology

• Supervisor LAN Clients for workstation access to CEMS and CERS for playback and scoring

• Remote installation

• Remote training

• One full year of technical support and maintenance

• NEVER BUY SOFTWARE AGAIN - All software upgrades are part of continuing system maintenance

 System Highlights  

Scheduler and Agent Database

Client-Server Design Quality Monitoring events can be conveniently managed locally at the supervisor's desktop. All aspects of the agent database including agent recording schedules are administered from a single screen.

Auto Scheduling© Provides "hassle-free" schedule management. By creating a master schedule the system can automatically manage agent availability, recording duration, and recording events (per agent per month). The only maintenance is to add or remove agents.

Auto Extend© Recording Provides an efficient way to automatically extend recording time at the end of the call. This capability enables the system to intelligently detect if the agent is on the phone at the end of a monitoring session. If it is determined that the agent is on the phone the system will automatically extend the monitoring session to capture the end of the call.

Voice Activated Recording Together with imbedded RealTime© recording the system captures the actual recording time as opposed to just elapsed seconds for more accurate reporting.

Scalable Recording capacity is determined by the size of your center and recording  needs.

Multi-Site Capable Monitoring calls can be done for a single site locally (in your center) or remotely for multi-site centers.

Recording Flexibility Supports random record for quality monitoring, as well as record-on-demand.

User Definable Preferences Individual agent recording definitions include, 'Record by Agent Shift',  'Record by Day of Week', 'Recording Channel', 'Number of Times per month\week' and 'Recording Time'.

Calibration Supports supervisor calibration ensuring that all supervisors score calls according to corporate standards.

Powerful Performance Evaluation Using DCR's easy to manage "Book Mode" display information is arranged on a single screen with audio and video images on the left and the complete evaluation work sheet on the right.  This provides the capability to do call scoring while viewing the call all on a single screen.

User Defined Scoring User scoring templates are built into the system based upon the user's scoring methodology and requirements. Parameters are definable for each type of monitoring event such as, inbound calls, outbound, sales, order entry and billing.

User Defined Fields Answer fields can be formatted to the specific question, e.g.; True/False, Yes/No, Numeric, text or date and color coding for visual reinforcement of scores achieved.

Reports Includes an extensive library of standard reports written in Crystal Reports that can be easily modified. All reports can be exported as Word, Excel, HTML or Adobe .pdf file formats.

- Agent Performance - Agent Performance By Department - Agent Performance By Group - Agent Performance By Location - Evaluator Calibration Report - Department Performance - Group Performance - Location Performance - Financial Performance - Individual Question (Detail) Analysis - Skill Analysis by Event Type - Template Performance