Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Article : The Intraday Story – Four Reasons to Think Again about Real-Time

#contactcenterworld, @QStoryUK

Whether it’s called real-time or intraday management, real-time is back on the contact centre agenda with a vengeance. The need to be as proactive as possible is huge driver in contact centres. However, with unexpected changes in call volumes and high levels of absenteeism, the engine room of many organisations’ sales and customer service operations, are notoriously difficult to manage. There has to a better, altogether easier way of restoring order in today’s challenging contact centre environment and the answer lies in automation.

I imagine many of you are shaking your heads thinking "we’ve heard all this before" or "we already do Intraday, don’t we?" The reality is that the lack of understanding about the differences between real-time adherence (RTA), workforce optimisation and real-time or intraday management has muddied the waters. So just what does Intraday Automation really mean?

What is True Intraday Automation?

True intraday automation identifies and recommends the changes that are needed during the day, before the events happen, to match the demand and resources available. All this is done while communicating with agents and supervisors in addition to creating the required reports automatically, within seconds. Using intraday automation for daily re-forecasting means quiet time can be identified in advance so it can be better utilised for all important one-to-one coaching sessions, team meetings or additional training etc. On the other hand if shortfalls and service level targets are at risk agents scheduled for lower priority activities can be called upon to cover any gaps in staffing, shifts can be extended or home-working agents requested to log-on via the system.

Technology is a powerful enabler and offers the solution to the complexity and time-consuming nature of real-time management. Research suggests that companies which have implemented intraday automation enjoy a 55% year-on-year improvement in staff utilisation rates and a 37% uplift in customer satisfaction scores compares to those who haven’t.

Recognise a theme? Intraday automation is the proactive management of a contact centre’s resources. The clue is in the word ‘automation’, without which it’s so easy to stumble from crisis to crisis, making contact centre management a futile task, a bit like bailing water from a ship with an egg-cup.

How to turn crisis to your advantage in four simple steps

Intraday automation gives organisations the power to turn bad into good and crisis to advantage by being able to avoid it in the first place. The ability to track, forecast and adjust dynamically every element of the contact centre puts you in complete control. Companies which deploy the latest intraday automation technology can expect to enjoy the following four benefits:

  1. Proactive view of the day - the Aberdeen Group has quantified the benefit of a proactive approach using intraday automation claiming that organisations that do achieve 30% greater profitability than those who don’t. The latest solutions automatically track staff attendance, skills available and workload during the day. They can identify potential service level risks or staffing problems and recommend in advance how to fix things
  1. Automatic schedule adherence – real-time adherence (RTA) is monitored and automatically nudges agents who are late back from meetings or breaks via the Agent App on their smartphone. Any changes that have been agreed during the day are automatically updated on the schedule and the relevant supervisors and agents notified accordingly
  1. Achieve training programme objectives - when service levels are squeezed, training is often the first casualty. Intraday automation both protects service levels so planned training won’t be cancelled and closes the Quality Assurance (QA) loop to prioritise new training sessions during quiet times
  1. Automatic reporting – not just what, but why - intraday automation has the ability to produce automated performance reports explaining not just what happened, but why it happened within seconds of receiving the data. This saves time and gives organisations total data transparency across all departments including planning, operations and contact centre management.

Managing the unexpected can give an organisation a huge advantage operationally, financially and competitively. It’s time to think again about real-time and intraday automation technology.


About QStory Ltd:
Company LogoQStory, identified as ‘one to watch’ at the Everline Future 50 2016 Awards, offers SaaS cloud based Intraday Automation tools to the contact centre industry. QStory is based in Guildford UK with solutions used by organisations in Europe, Africa and the Americas.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - What Does Your Business Need?

Read today's tip or listen to it on podcast.

Published: Friday, November 3, 2017

Printer Friendly Version Printer friendly version

2022 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

Lexico Telecom

We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

Scopserv Integrated Services

The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =