OnTraQ is the big new addition to Traffic Analyst. OnTraQ offers advanced analytics for call centers by tracking service levels, queues and agent activity via real-time dashboards and historical reporting.  It dramatically simplifies managing call center queues and keeping service levels on track. OnTraQ provides users the flexibility to create information displays specific to the needs of their call center and their own personal management style.

With OnTraQ's real time dashboard, real-time status displays are available for Service Groups, Agent Teams and Agents. Call center managers can take timely, targeted actions that positively affect their personal performance and that of their call center.

OnTraQ's historical reports show the trends in work volume and key performance indicators that drive a call center's success. Performance report templates can be customized to create scorecards tailored to the needs of each supervisor and manager, and these templates can be shared among managers.

You can count on DAKS to work when you need it, too. With no moving parts and an MTBF rating of over 400,000 hours, it's the definition of reliability.

Release 6 enhancements include:

• Distributed, multi-user Administration and Operation
• Improved User Interface
• Delivery of Alert Notifications via e-mail
• Support for up to 9 client/tennant groups
• Up to 4 telephone numbers per subscriber
• Tools for importing subscriber data from LDAP repositories and ASCII files
• Expanded Broadcast Group and Conference Group capacities.

Ensemble comprises two modules, offered individually or together:

The teleconferencing component offers the cost savings benefit of an in-house conferencing solution with the added benefit of reduced administrative requirements for setting up and managing conferences.  An easy-to-use browser-based user interface makes it simple for you to collaborate when business needs demand.  You can create and schedule your own conferences and automatically generate invitation e-mails to the other conferees.  You can monitor active conferences, connect and disconnect conferees, control speaking privileges, and put individual conferees on hold.  There's no need to involve an operator, attendant or telecommunication administration resources.

ACROBAT CONNECT PROFESSIONAL lets you manage web collaboration sessions that can include high quality presentation content, application sharing, desktop sharing, whiteboarding, chat, quizzes, and audio. Participants only need a PC with Internet access and the Adobe Flash Player, which is installed on 98% of the PCs connected to the Internet.  No more frustrating downloads of special client software – participants connect and are ready to collaborate!   And, for the highest levels of audio quality and communication security, Ensemble leverages your enterprise telephone network for the audio conferencing components of your online meetings.

The Ensemble teleconferencing and collaboration portal gives you full control of costs and security.  Since it's installed on-premise, you leverage your own network infrastructure, mitigating recurring service charges and usage fees from service providers.  It installs on your own server behind your firewall, enabling access control and security policy compliance.

PhoneGuide LIVE! is the video-based solution for training employees on how to set up and use their new phones and voicemail boxes. With PhoneGuide LIVE! your employees see how to do it and remember how to do it.

With video-based instruction for phone features and voicemail use that your users can access over and over again on their schedules and at their convenience, PhoneGuide LIVE! not only costs less than traditional live classroom training at the time of cutover but keeps providing training throughout the life of the phone and voicemail system. And with PhoneGuide LIVE! you have a means of providing quality training for new employees that arrive long after cutover.