Gaithersburg, MD, USA, Jan 22, 2019 -- GL Communications Inc. a global provider of telecom test and measurement solutions, announced its solutions for Centralized Diagnostics and Reporting Systems typically used by Large Contact Centers, and Data Centers. Such a system can provide valuable information for optimizing resources such as trunk sizing, call distribution, IVR capacity, human attendants, and similar "expensive" resources.
Speaking to the press, Mr. Matthew Yost, a Director of Marketing at GL Communications Inc., said "recently GL Communications Inc., consulting division successfully completed a ‘Consolidated Reporting’ for a prominent Maryland-based Contact Center, which utilized GL’s expertise for evaluating call volumes, Interactive Voice Response (IVR) statistics as well as other contact center statistics. GL’s T1 E1 PRI Monitoring and NetSurveyorWeb™ system were customized and deployed to work with a commercial off-the-shelf (COTS) IVR System. The consolidated reporting helped to provide valuable information for cost effective trunk sizing, IVR capacity, number of human attendants, and recorded announcements."
He added, "GL provides its expertise in project management and consulting services to meet customer’s requirement for an out-of-the-box monitoring and consolidated reporting solution. Multiple project stakeholder meetings were necessary to understand the relevant statistics included in the consolidated report".
"At the center of the solution was GL’s NetSurveyorWeb™, a scalable and flexible architecture used in conjunction with GL’s Protocol Analyzer probes to non-intrusively monitor from a single or multiple testing locations. GL’s protocol analysis probes feed data to a database in real-time for further analysis. The NetSurveyorWeb™ client application then locally or remotely facilitates viewing records from the database using a simple web browser application. It also provides easy integration with other reporting servers to generate custom reports as per user requirements."
Mr. Yost further added "GL developed a customized Query software for interrogating several other information systems to present a Consolidated Report for contact call center key statistics. GL acquired statistics from multiple application servers that provided important call, IVR and agent statistics. Information presented in this report was gathered from multiple locations, including GL’s analysis probes monitoring multiple carrier T1-PRIs. This project also involved developing a software application that interfaced through an Application Protocol Interface (API) to a Genesys Voice Platform based IVR."
Posted by Veronica Silva Cusi, news correspondent
Published: Thursday, January 24, 2019
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.