OnTraQ Plus for Cisco
OnTraQ Plus complements and leverages Cisco UCCX/UCCE/PCCE call routing. OnTraQ Plus provides smaller contact centers an economically viable means to the visibility they critically need but has been out of reach, while also providing larger contact centers the needed analytical power and agent collaboration flexibility that hasn’t been available regardless of the cost.
Agent Desktop offers intuitive and interactive interface, allowing agents to optimize their performance based on their individual preferences and work methods as they engage in the customer journey.
Supervisor Desktop provides live views, actionable dashboards and historical visibility into customer experience and agent performance. Supervisors not only see results but can impact the results they are observing.
OnTraQ Plus is all about increasing your corporate profits and performance. The solution aligns perfectly with Impact’s motto of “making the complex simple.” OnTraQ Plus gives you visibility and insight into the key metrics you need to keep your contact centers running at a high level of performance. You view the information you need, when you need it, and then can make the timely adjustments to meet your performance objectives. Live views, dashboards and historical reporting are available within the same application and easily accessible with a few mouse clicks.
A new integrated, intuitive and interactive Agent Desktop offers optimum workflows, allowing agents to deliver personalized service and replacing the need for add-on 3rd party gadgets. Standard out-of-the-box feature set offers immediate productivity to “Login and go.”
User Configurable Interface
Agents organize their desktop layout for maximum workflow efficiency based on their individual preferences and work methods. Agents may create and save their layout of a variety of panes including Incoming Call, Team Status, My Activity, My Time Summary, Messages and more.
Communication Visibility & Control
Agents see real-time life of call and team member presence to intelligently answer calls and engage needed resources via call, chat or email. Agents not only have access to online directories but can quickly create or import personal contacts into My Contacts directory to facilitate point-and-click collaboration.
Manage Agent State
Agents may toggle quickly between supervisor-configurable states. When required, the request can stay in a pending state awaiting supervisor approval.
Supervisors and managers get all the information they need in one place! Our acclaimed user interface allows you to watch your center’s real-time performance, review historical trending and collaborate with team members within one application. OnTraQ Plus is focused on delivering superior dashboards and reports so supervisors and managers have the best analytics to drive their contact center’s performance.
Customize Your Real-time Displays and Historical Reporting
Single Portal to Consolidate Multiple Contact Centers
2nd Line Monitoring
Strong Start. Smart Performance.
OnTraQ Plus is a contact center solution that can be installed and operational without painful, costly manual configuration. And, what is simple to install is simple to maintain.
Bottom line, OnTraQ Plus offers world-class analytics and operations for any size Cisco UCCX/UCCE/PCCE inbound call center.
OnTraQ Plus has the right answers to keep your centers on track. It is that simple!