performnt : enterprise call performance management

If you would like to see what Performnt can do, please contact us on 0845 680 0731 email [email protected]

or visit our WLR3 micro site at www.wlr3.co.uk

Enterprise Call Performance

Management

Tel. 0845 680 0731 email: [email protected]

www.imperatives.co.uk

You can’t manage what you don’t measurePerformnt provides the end user with a suite of graphs and reports at their fingertips, including:

Time based analysis – when is our busiest time of the day, are we losing calls?

Analysis per day of the week – which is our busiest/quietest weekday? Call duration analysis – when our customers call us, how long does it take to deal with their enquiry? Ring time analysis – how long are customers waiting for their calls to be answered? Lost opportunities – are calls being abandoned, how long do our customers wait before hanging up? Additional ring time statistics – how does hour of day affect ring time? Are calls being handled efficiently during lunch or break periods? Capacity planning – do we have enough capacity to deal with demand, do we need to add new circuits or increase our channel counts? Directional analysis – do we make more calls than we receive?

See for yourself

Perform NT Brochure v3.indd 1 21/09/2011 15:56

A New ApproachCommunications providers traditionally offer call reporting services to their customers via a number of different tools and technologies such as PBX add-ons, CPS and non-geographic reporting applications. These approaches have many challenges and limitations including:

n Lack of a comprehensive and unified view leaving the customer to collate, compile and process multiple reports n Changes to PBX hardware and software are expensive n Multi-sited customers may not have a PBX on every site n CPS reporting only covers outbound calls; calls via other carriers or 1280 are not captured n NGN reporting only covers inbound calls; calls made directly to DDIs or via alternative NGN providers are not captured n CPS and NGN reporting does not include engaged or abandoned calls, as typically this data is not available Performnt address these challenges and allows resellers to offer the service to customer in a cost effective and highly streamlined manner.

Performnt consumes Raw Call Data directly from Openreach telephone exchanges and turns this data into reports and charts to provide the end user with an accurate representation of the performance of their call centres. As this data is sourced directly from the exchange, there are a number of significant benefits over traditional call reporting:

n Performnt is PBX and line-type agnostic – call statistics are provided irrespective of the exchange type or line type n Both inbound and outbound calls are captured (including calls carried via IDA or CPS) n Performnt captures calls that are not answered, including engaged and abandoned calls

n Ring time is recorded for every call

Performnt is a strategic planning tool that addresses key business challenges faced by organisations managing a high volume of calls. It provides an insight into multiple historical & real-time parameters to determine calling patterns, dropped calls, response and average handling time. The information is grouped and summarised by year, month or day so that trends can be identified and a proactive approach taken to resolve any potential issues.

Performnt enables resellers to offer a more holistic portfolio with minimal upfront investment and ongoing maintenance. The system is hosted and managed by Strategic Imperatives using the award winning Evo21 service delivery platform, the most widely used service platform in the UK telecom industry.

Key Features

Inbound and outbound call analysis

Call waiting times

average call duration

Peak period analysis

Dropped and engaged calls

trunk utilisation reporting

Graphical, PDF, CsV and email reports

No upfront investment

rapid roll out

Fully automated

Customisable branding

Enterprise Call Performance Management

Tel. 0845 680 0731 email: [email protected] www.imperatives.co.uk

Easy to set up, simple to managen No capital investment required, Performnt is fully hosted and managed by Strategic Imperatives n No technical resources are required, the system set-up and configuration is managed by Strategic Imperatives n Daily call data is obtained directly from Openreach and uploaded automatically n Resellers can provision end users directly without involvement from their wholesaler or Strategic Imperatives

A New ApproachCommunications providers traditionally offer call reporting services to their customers via a number of different tools and technologies such as PBX add-ons, CPS and non-geographic reporting applications. These approaches have many challenges and limitations including:

n Lack of a comprehensive and unified view leaving the customer to collate, compile and process multiple reports n Changes to PBX hardware and software are expensive n Multi-sited customers may not have a PBX on every site n CPS reporting only covers outbound calls; calls via other carriers or 1280 are not captured n NGN reporting only covers inbound calls; calls made directly to DDIs or via alternative NGN providers are not captured n CPS and NGN reporting does not include engaged or abandoned calls, as typically this data is not available Performnt address these challenges and allows resellers to offer the service to customer in a cost effective and highly streamlined manner.

Performnt consumes Raw Call Data directly from Openreach telephone exchanges and turns this data into reports and charts to provide the end user with an accurate representation of the performance of their call centres. As this data is sourced directly from the exchange, there are a number of significant benefits over traditional call reporting:

n Performnt is PBX and line-type agnostic – call statistics are provided irrespective of the exchange type or line type n Both inbound and outbound calls are captured (including calls carried via IDA or CPS) n Performnt captures calls that are not answered, including engaged and abandoned calls

n Ring time is recorded for every call

Performnt is a strategic planning tool that addresses key business challenges faced by organisations managing a high volume of calls. It provides an insight into multiple historical & real-time parameters to determine calling patterns, dropped calls, response and average handling time. The information is grouped and summarised by year, month or day so that trends can be identified and a proactive approach taken to resolve any potential issues.

Performnt enables resellers to offer a more holistic portfolio with minimal upfront investment and ongoing maintenance. The system is hosted and managed by Strategic Imperatives using the award winning Evo21 service delivery platform, the most widely used service platform in the UK telecom industry.

Key Features

Inbound and outbound call analysis

Call waiting times

average call duration

Peak period analysis

Dropped and engaged calls

trunk utilisation reporting

Graphical, PDF, CsV and email reports

No upfront investment

rapid roll out

Fully automated

Customisable branding

Enterprise Call Performance Management

Tel. 0845 680 0731 email: [email protected] www.imperatives.co.uk

Easy to set up, simple to managen No capital investment required, Performnt is fully hosted and managed by Strategic Imperatives n No technical resources are required, the system set-up and configuration is managed by Strategic Imperatives n Daily call data is obtained directly from Openreach and uploaded automatically n Resellers can provision end users directly without involvement from their wholesaler or Strategic Imperatives

If you would like to see what Performnt can do, please contact us on 0845 680 0731 email [email protected]

or visit our WLR3 micro site at www.wlr3.co.uk

Enterprise Call Performance

Management

Tel. 0845 680 0731 email: [email protected]

www.imperatives.co.uk

You can’t manage what you don’t measurePerformnt provides the end user with a suite of graphs and reports at their fingertips, including:

Time based analysis – when is our busiest time of the day, are we losing calls?

Analysis per day of the week – which is our busiest/quietest weekday? Call duration analysis – when our customers call us, how long does it take to deal with their enquiry? Ring time analysis – how long are customers waiting for their calls to be answered? Lost opportunities – are calls being abandoned, how long do our customers wait before hanging up? Additional ring time statistics – how does hour of day affect ring time? Are calls being handled efficiently during lunch or break periods? Capacity planning – do we have enough capacity to deal with demand, do we need to add new circuits or increase our channel counts? Directional analysis – do we make more calls than we receive?

See for yourself

performnt : enterprise call performance management

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